Genesys Cloud - Main

Hi all,

I was wondering if anyone can tell me how one sets a dynamic system wrap-up code.

For example, I want my system wrap-up code to be the DNIS so I can make policies per DNIS.
However, the expression is giving me an error:



I'm guessing it's expecting the wrap-up code ID as there's no FindWrapUp function?

Thanks in advance Melissa if you could give your insight ;)

#ArchitectureandDesign

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Bert Barrez
Sedgwick Claims Management Services, Inc.
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No such way to do that and it would be very unmanageable to have so many wrap-up codes for agents to have to scroll through.  I would suggest writing this to the External Tag attribute which is searchable in the Interactions View.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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System wrap-up codes are set by the call flow and not by the agent.

This is for setting system wrap-up codes to allow policies being set with them.

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Bert Barrez
Sedgwick Claims Management Services, Inc.
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Original Message:
Sent: 05-05-2023 15:54
From: Robert Wakefield-Carl
Subject: Dynamic system wrap-up codes

No such way to do that and it would be very unmanageable to have so many wrap-up codes for agents to have to scroll through.  I would suggest writing this to the External Tag attribute which is searchable in the Interactions View.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Yes, but each DNIS would be a listed wrap-up code and would need to be assigned to queues if used in scripts, outbound rules, and other areas.  The External Tag can be set in the Call Flow and then reported on in Interactions.

Also, if you have a DNIS already, why not use the DNIS report for this?

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-05-2023 15:59
From: Bert Barrez
Subject: Dynamic system wrap-up codes

System wrap-up codes are set by the call flow and not by the agent.

This is for setting system wrap-up codes to allow policies being set with them.

------------------------------
Bert Barrez
Sedgwick Claims Management Services, Inc.
------------------------------


Original Message:
Sent: 05-05-2023 15:54
From: Robert Wakefield-Carl
Subject: Dynamic system wrap-up codes

No such way to do that and it would be very unmanageable to have so many wrap-up codes for agents to have to scroll through.  I would suggest writing this to the External Tag attribute which is searchable in the Interactions View.  

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com

Correct there is no FindWrapupCode function or action.  There is an idea for it you can vote for: https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1340.

Ignore the ToWrapupCode function, it's one of our more useless ones.

However as Robert pointed out, you wouldn't want to do that anyways b/c you would have to go create tons of wrap up codes first.  Using external tags or the existing dnis reports is a better idea.

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Melissa Bailey
Genesys - Employees
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As I understand the OP he wants to set wrap-up code in flow to apply different recording policies based on DNIS.

Haven't tested the ToWrapupCode() function but if it requires the ID of the wrap-up code on way to solve it would be to have a Data Table with DNIS and the wrap-up code ID that you can lookup in the Inbound Flow.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Original Message:
Sent: 05-05-2023 16:46
From: Melissa Bailey
Subject: Dynamic system wrap-up codes

Correct there is no FindWrapupCode function or action.  There is an idea for it you can vote for: https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1340.

Ignore the ToWrapupCode function, it's one of our more useless ones.

However as Robert pointed out, you wouldn't want to do that anyways b/c you would have to go create tons of wrap up codes first.  Using external tags or the existing dnis reports is a better idea.

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Melissa Bailey
Genesys - Employees
------------------------------

I wasn't kidding when I said the ToWrapupCode function was useless.  You can give it an existing WrapupCode object which means nothing changes, or NOT_SET to create a NOT_SET WrapupCode object. Several of the ToX functions are like that.  Going from a string value to a WrapupCode object would require a FindX function, which we don't have.

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Melissa Bailey
Genesys - Employees
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Original Message:
Sent: 05-07-2023 06:43
From: Jan Heinonen
Subject: Dynamic system wrap-up codes

As I understand the OP he wants to set wrap-up code in flow to apply different recording policies based on DNIS.

Haven't tested the ToWrapupCode() function but if it requires the ID of the wrap-up code on way to solve it would be to have a Data Table with DNIS and the wrap-up code ID that you can lookup in the Inbound Flow.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------


Original Message:
Sent: 05-05-2023 16:46
From: Melissa Bailey
Subject: Dynamic system wrap-up codes

Correct there is no FindWrapupCode function or action.  There is an idea for it you can vote for: https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1340.

Ignore the ToWrapupCode function, it's one of our more useless ones.

However as Robert pointed out, you wouldn't want to do that anyways b/c you would have to go create tons of wrap up codes first.  Using external tags or the existing dnis reports is a better idea.

------------------------------
Melissa Bailey
Genesys - Employees

Oh :)

Then I suppose his option is to use a switch action in the Architect flow or maybe set wrap-up through APIs?

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 05-08-2023 09:39
From: Melissa Bailey
Subject: Dynamic system wrap-up codes

I wasn't kidding when I said the ToWrapupCode function was useless.  You can give it an existing WrapupCode object which means nothing changes, or NOT_SET to create a NOT_SET WrapupCode object. Several of the ToX functions are like that.  Going from a string value to a WrapupCode object would require a FindX function, which we don't have.

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------


Original Message:
Sent: 05-07-2023 06:43
From: Jan Heinonen
Subject: Dynamic system wrap-up codes

As I understand the OP he wants to set wrap-up code in flow to apply different recording policies based on DNIS.

Haven't tested the ToWrapupCode() function but if it requires the ID of the wrap-up code on way to solve it would be to have a Data Table with DNIS and the wrap-up code ID that you can lookup in the Inbound Flow.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB


Original Message:
Sent: 05-05-2023 16:46
From: Melissa Bailey
Subject: Dynamic system wrap-up codes

Correct there is no FindWrapupCode function or action.  There is an idea for it you can vote for: https://genesyscloud.aha.io/ideas/ideas/ANLS-I-1340.

Ignore the ToWrapupCode function, it's one of our more useless ones.

However as Robert pointed out, you wouldn't want to do that anyways b/c you would have to go create tons of wrap up codes first.  Using external tags or the existing dnis reports is a better idea.

------------------------------
Melissa Bailey
Genesys - Employees

Yeah sounds like you  wants to record calls based on the number the customer called.

Generally we record based on the end point not the start point. Since the customer could call a single 0800 and be routed to a a dozen or more end points depending on routing, dtmf, voicebot etc.

But if you absolutely must, then as everyone has noted, you would need to create a wrapup code for every DNIS number, and then either use a datatable to look it up, or a switch case in your routing to determine it.

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Anton Vroon
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Hi @Bert Barrez I was wondering if you ever found a way of doing this? It is something I am looking at. 

We have one architect flow that covers multiple call plans and multiple external transfer numbers, I was hoping to create a dynamic wrap up code that would use values assigned in flow from data table entries.

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Lee Creasey
Domestic & General Services Limited
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Negative, we're still awaiting https://genesyscloud.ideas.aha.io/ideas/ANLS-I-1340 being delivered

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Bert Barrez
Sedgwick Claims Management Services, Inc.
------------------------------

Original Message:
Sent: 10-01-2024 08:48
From: Lee Creasey
Subject: Dynamic system wrap-up codes

Hi @Bert Barrez I was wondering if you ever found a way of doing this? It is something I am looking at. 

We have one architect flow that covers multiple call plans and multiple external transfer numbers, I was hoping to create a dynamic wrap up code that would use values assigned in flow from data table entries.

------------------------------
Lee Creasey
Domestic & General Services Limited
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