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  • 1.  Deleted Wrap Up Code - Query

    Posted 07-08-2021 12:56
    No replies, thread closed.

    Hi,

    On the 21st June, one of our wrap up codes was deleted by accident.

    It was then recreated with the same name but now has a different ID.

    As a result, we noticed that all interactions that took place before 21/06/2021 and wrapped up with the code, can no longer be searched by the name & we now have data missing within our external analytics application

    Has anyone experienced this before & know a workaround to get the data back? Genesys have said on there end they are unable to restore this.

    Let me know if you need more information.

    Thanks
    Daniel


    #PlatformAdministration
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other

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    Daniel Mooney

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  • 2.  RE: Deleted Wrap Up Code - Query

    Posted 07-08-2021 14:45
    No replies, thread closed.
    I would change the new name by adding a space or a dash and see if you will be able to report on the old ones as well as new ones.  If not, you may have to open a ticket and see if they can remap the old code with the original GUID and make it active.  I am not hopeful that is possible.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Deleted Wrap Up Code - Query

    Posted 07-08-2021 20:42
    No replies, thread closed.
    The problem is that the interactions search/filter field forces you to look by name and active codes only.

    But... if you run a query in the interactions view with an existing wrap up code, the URL that gets generated is something like:
    https://apps.mypurecloud.com.au/directory/#/analytics/interactions?dateSpan=custom&end=2020-10-31T09%3A00%3A00.000Z&mediaType=voice&start=2020-09-30T09%3A00%3A00.000Z&wrapUp=3cd9bbea-a28a-49ec-988c-41b0a5fc1c8f

    From that you can do some manual work and overwrite that wrapUp=.......... part of the URL to include the GUID for the "missing" code.  You'll then see the interactions that have this deleted wrap up code against them.  

    Depending on what your third party analytics application is, I'm not sure whether you could use the same workaround there.

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    Vaun Mccarthy
    NTT New Zealand Limited
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