Hey folks - interesting point. If you could get an idea opened that would be great. I can at least speak to the team and see what could be done for those codes as there are more than a few different 'system' codes in play.
Thanks and I'll follow-up when I hear back.
Sr. Director - Product Management
Original Message:
Sent: 06-08-2023 16:25
From: Dewald Smit
Subject: Assigning Wrap-up codes and ACW timeouts
Hi George, we pull a list of all the routing wrap-ups and then use the IDs in the query.
I'm working on some inherited C# code and just trying to figure out how to get the data for this place holder in the current code that is working with the id.
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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 06-08-2023 12:49
From: George Ganahl
Subject: Assigning Wrap-up codes and ACW timeouts
I ran an Analytics conversations aggregate query, and it pulled back data fine:
{ "interval": "2023-06-07T00:00:00/2023-06-09T00:00:00", "filter": { "type": "and", "clauses": [ { "type": "and", "predicates": [ { "type": "dimension", "dimension": "wrapUpCode", "operator": "matches", "value": "ININ-WRAP-UP-TIMEOUT" } ] } ] }, "metrics": [ "tHandle" ]}
What kind of query are you trying to do?
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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
Original Message:
Sent: 06-06-2023 00:21
From: Tatjana Knezevic
Subject: Assigning Wrap-up codes and ACW timeouts
@Dewald Smit
"Default Wrap-up Code" (i.e. 7fb334b0-0e9e-11e4-9191-0800200c9a66) was updated a couple of years ago and it is query-able like any other wrap-up code.
Other system wrap-up codes, like ININ-WRAP-UP-TIMEOUT, are simply placeholders and they can't be used in queries like custom wrap-up codes.
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Tatjana Knezevic
www.startelecom.cloud
https://www.linkedin.com/company/star-telecom-www-startelecom-ca-/
Original Message:
Sent: 06-05-2023 17:56
From: Dewald Smit
Subject: Assigning Wrap-up codes and ACW timeouts
Good day All,
We have a customer for whom we are extracting Wrap-up performance stats. We achieve this by getting a list of all the configured wrap-up IDs on the ORG.
There is no wrap-up ID for ININ-WRAP-UP-TIMEOUT as this is a 'place holder' value applied to the interaction when timeboxed ACW is breached, (How I understand it).
Now this creates a 'problem' as we are unable to report by just using the 'wrap-ups list' we can get from the API.
So far the only solution I could find is to make a seperate conversation aggregate query with wrap-up matching on value "ININ-WRAP-UP-TIMEOUT"
Is there any other way? How is ININ-WRAP-UP-TIMEOUT wrap-up queried on the Wrap-up Performance Workspace?
Could it be possible to have all 'system wrap-ups' have an ID just like the "Default Wrap-up Code" (i.e. 7fb334b0-0e9e-11e4-9191-0800200c9a66)
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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
Original Message:
Sent: 10-11-2022 15:48
From: Jose Reyes
Subject: Assigning Wrap-up codes and ACW timeouts
Hi Chris. Why the system wrap-up is not showed in the interaction timeline but it does apply to wrap-up mappings and rules?
This is arising difficult conversations with clients that are migrating from engage as this seems like a bug more than an intended behavior.
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Jose Reyes
Genesys - Employees
Original Message:
Sent: 04-14-2022 08:25
From: Chris Bohlin
Subject: Assigning Wrap-up codes and ACW timeouts
Hi everyone. To be clear here - the ACW setting being used in this scenario is likely 'Timeboxed' as opposed to 'Mandatory, Discretionary'. In the timeboxed scenario - agents need to apply the wrap-up code and hit 'done' before the timer expires or we will end the interaction and apply a system-level wrap-up code. If they use 'mandatory, discretionary', they will effectively have unlimited wrap-up time.
There is a set of ACW work planned for this year and one of the pieces we are looking to address is to truly separate the requirements for ACW duration and wrap-up codes. We'll also look to introduce a 'extend ACW' option for agents to add more time when necessary.
Thanks,
Chris
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Chris Bohlin
Product Manager - PureCloud
Original Message:
Sent: 04-13-2022 15:44
From: George Beikler
Subject: Assigning Wrap-up codes and ACW timeouts
This behavior certainly seems like a bug rather than intended. How does Genesys expect this to work for an Agent that doesn't want to end their ACW early?
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George Beikler
EFG Companies
Original Message:
Sent: 12-19-2019 17:05
From: Blair Wilkinson
Subject: Assigning Wrap-up codes and ACW timeouts
Hello George
Yes that is correct, the current observed behaviour is like this;
If mandatory ACW with early exit is configured on the queue;
--> agent needs to click 'Done' in ACW for the selected wrap code to be kept, if ACW times out without 'Done' then the default wrap (InIn) is used
If mandatory ACW with no early exit is configured on the queue;
--> agent needs to click 'Save' during ACW for the selected wrap code to be kept, if ACW times out without 'Save' then the default wrap (InIn) is used
A more user friendly experience would be if the selected wrap is used regardless, which should also mean that the wrap selection could be done during the interaction or in ACW...
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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
Original Message:
Sent: 12-19-2019 08:58
From: George Ganahl
Subject: Assigning Wrap-up codes and ACW timeouts
Just so I am clear on the problem...
You are saying the agents are stressed because they have to click Done before the timeout, rather than PureCloud simply applying whatever code they selected.
It does seem a bit odd that the interface would tell the agent the code is selected:
but then apply the Timeout wrap-up code instead when the limit is reached.
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George Ganahl GCP (PureCloud) ICCE
Principal Technology Consultant
Genesys
Original Message:
Sent: 12-18-2019 18:15
From: Blair Wilkinson
Subject: Assigning Wrap-up codes and ACW timeouts
Dear Community
The following scenario example is causing an issue for some customers;
* Mandatory ACW with early exit is configured on queue
* Agent is KPI'd on selecting correct wrap codes
* Agent wants to utilise ACW timeout however now has to worry about clicking 'Done' before timeout for Wrap code to be assigned
This scenario has actually been raised as causing agent stress for a particular customer so has become an OH&S issue. Configuring no early exit is also not necessarily a solution because this increases overall ACW time...
If we configure no early exit agent still needs to click 'Save' which seems redundant and subject to mistake.
It would be better if the wrap-code an agent selects is not dependant on clicking 'Done' or 'Save'...
PS. There is a related Idea for this if you would like to vote https://purecloud.ideas.aha.io/ideas/CLINB-I-318
#Omni-ChannelDesktop/UserInterface
#Reporting/Analytics
#SystemAdministration
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Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
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