It took me a while to figure out, but you can assign the Wrap-up code and finish the email through the API, using the API Explorer at developer.mypurecloud.com
Use the conversationId to get the details of the conversation using
/api/v2/conversations/emails/{conversationId}
Then scroll down to find the agent's name, and use the id field in that section for the participantId (the id here is different from the userId further down):
{
"id": "a1a60af0-c419-4a21-8717-427a9dbe228d",
"name": "Graham Alexander",
"address": "customerservice@mypuretraining.mypurecloud.com",
"startTime": "2019-08-06T18:24:36.255Z",
"connectedTime": "2019-08-06T18:24:39.955Z",
You'll need to get the list of possible Wrap-up codes by using /api/v2/conversations/emails/{conversationId}/participants/{participantId}/wrapupcodes
Then use the API Explorer call listed at the top to set the email wrap-up code and exit the agent from the email.
There is a thread on the Developer Forum that talks about it as well:
https://developer.mypurecloud.com/forum/t/assign-wrap-up-code-by-api/2490
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
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Original Message:
Sent: 08-06-2019 03:07
From: sam spicer
Subject: Interactions on agens
Hi @George Ganahl
unfortunately this isn't possible for us as our agents use SSO so would mean having access to their domain account. ideally we would need to move the transaction to another agent (like a blind transfer from the interaction window) or move it back into the queue so another agent can pick it up.
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sam spicer
Curo Group
Original Message:
Sent: 08-05-2019 13:27
From: George Ganahl
Subject: Interactions on agens
I can't think of a good way that preserves statistics other than to change the agent's password, log in as that agent, and complete the interaction.
As a best practice, you might want to look at changing the After Call Work setting on the queue to one of the Time-boxed settings so the default wrap-up code gets assigned to complete the interaction at the timeout if the agent doesn't set one.
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George Ganahl CCXP, GCP
Principal Technology Consultant
Genesys
Original Message:
Sent: 08-02-2019 03:28
From: sam spicer
Subject: Interactions on agens
If an agent is agent is dealing with an interaction that for whatever reason doesnt complete it (email or sms, but then goes home sick) is there anyway to move that interaction off the agent?
#DigitalChannels
#Handlers
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sam spicer
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