Genesys Cloud - Main

Hello,

can anyone help with this query? We using existing sample wrap up code summary report. some interactions that have a queue assigned are showing a blank (' ') wrap up codes. I've checked these instances and they are where the customer is assigned a queue however before the agent interacts the customer hangs up. it's about 1-3 seconds of time. Under the interactions, it shows that the user is alerted but not assigned.

is this the usual behaviour or am I missing something?

Cheers,
Savi
#Reporting/Analytics

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Savi Prabhu
Water NSW
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Hi Savi,

This is expected behaviour.

If the call is not answered there is no wrap up information.

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Paulo Mesquita
Spark NZ Trading
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Original Message:
Sent: 06-01-2020 23:20
From: Savi Prabhu
Subject: Blank Wrap up in reporting

Hello,

can anyone help with this query? We using existing sample wrap up code summary report. some interactions that have a queue assigned are showing a blank (' ') wrap up codes. I've checked these instances and they are where the customer is assigned a queue however before the agent interacts the customer hangs up. it's about 1-3 seconds of time. Under the interactions, it shows that the user is alerted but not assigned.

is this the usual behaviour or am I missing something?

Cheers,
Savi
#Reporting/Analytics

------------------------------
Savi Prabhu
Water NSW
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