AlonsoM | 2017-12-04 19:34:22 UTC | #1
When Agent A receives a call and must warm transfer (consult transfer) to another agent for a different request, does the Conversation ID save 2 wrap up codes in the participant data?
Agent A warm transfers and disconnects after helping the customer with a question on a product enters wrap up code: Inquiry
Agent B gets the call via warm (consult) transfer and helps the caller by purchasing a warranty enters wrap up code: Sale
Does the conversation save both the Inquiry and Sale wrap up code that would allow us to use the get API /wrapupcodes and obtain both the Inquiry and Sale wrap up codes from both agents?
tim.smith | 2017-12-04 19:44:13 UTC | #2
Each participant in the conversation may have exactly one wrap-up code assigned. A participant in a conversation represents a single entity's (agent, customer, ivr, queue, etc.) interaction with the conversation.
system | 2018-01-04 19:44:40 UTC | #3
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