Hello,
VERSION: 2020 R3
We are currently facing issues regarding putting wrap-up on call interactions when they finish. In some cases, the wrap-up window takes up to 10-12 seconds to pop up and in some cases, it's all good. In the worst-case scenario, it takes up to 50+ seconds before anything happens.
What I have noticed is that the wrap-up gets triggered if you do anything to update the window in Interaction Connect. For example, if you are getting this problem you could get the wrap-up window by moving your mouse over the icons on the far bottom part of "My interactions" or by pressing a button in the window.
It's very easy to reproduce this. In modern browsers, open "Developer tools" and then change the throttling profile to "Slow 3g". Make sure you have at least some views open in your interaction connect, some workgroup queues, etc. Make a call, pick it up, and then end the call. Do not move your cursor, this could trigger an update in the client to make the wrap-up reappear.
This is to simulate slow, and high latency networks. The scenario is valid since many of our customers are working from home and do not have the greatest connection at all times.
What we also have noticed is that the more views you have in your agent window, the more common it is for this problem to occur.
Why is this happening? On a bad and unstable network, that event should trigger and pop up in the wrap-up window.
Can anybody confirm that this is a common issue with the latest version of Interaction Connect?
Regards,
#ArchitectureandDesign#Telephony------------------------------
Stavros Kalpaki
Advania Sverige AB
stavros.kalpaki@advania.com------------------------------