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  • 1.  How to set up a data action to retrieve hit counts for wrap-up codes by queue

    Posted 28 days ago

    Hello everyone,

    I'm working on configuring a data action to retrieve the hit count for each wrap-up code per queue in a specific division. My goal is to use this data to later set up a percentage for call recordings based on the collected information.

    The idea is to define a percentage of recordings for each queue, depending on the wrap-up codes associated with interactions. Could anyone guide me on how to achieve this, or point me towards relevant documentation or examples?

    Thank you in advance!


    #API/Integrations
    #QualityManagement
    #Unsure/Other

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    Rihab
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  • 2.  RE: How to set up a data action to retrieve hit counts for wrap-up codes by queue
    Best Answer

    Posted 27 days ago

    There is an easier way to do this, if you set up however many policies you need and add the warp codes to the policy, you can assign a random number between 1 - 10 to a call as a attribute and then only use the recording policy if the attribute is less than 5, over time this would give you roughly 50% recorded, if you want 25 then you would need to assign a number between 1 - 100 and go less than 25, we are trialling similar to do survey pickups



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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 3.  RE: How to set up a data action to retrieve hit counts for wrap-up codes by queue

    Posted 24 days ago

    Hello,

    I think that policies are intended to manage the retention of records rather than the percentage to be defined to activate or not the recordings on a division according to queues or wrapupcode. I'm trying to create a data action and a function on call flow (architect) to record only 30% of calls for a very specific wrapupcode but I can't find the right approach. it's always complicated this part on Genesys. 



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    Rihab
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  • 4.  RE: How to set up a data action to retrieve hit counts for wrap-up codes by queue

    Posted 24 days ago
    Edited by Andy Jackson 24 days ago

    You don't need a data action for that

    For each conversation that comes in you do update data in the flow something like Flow.CallIndex and assign the value as an expression  RandomInt(100) 

    Then based on Flow.CallIndex<=30 (30% over time) then set =your policy to use on the yes or no leg

    It all depends where you are setting the policy to record, we set it in the flow via a table, if you are doing based on your agents wrapup. then you may have to do it with a trigger.  but this would work.   



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    Andy Jackson
    Ten Lifestyle Management Limited
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  • 5.  RE: How to set up a data action to retrieve hit counts for wrap-up codes by queue

    Posted 22 days ago

    Hello Rihab!  AFAIK, you cannot decide to record a call or not.  Recording is activated at the Trunk level found in Telephony/Trunks.  A trunk is either recorded or not.

    What you can do is use Recording Policies (retention) to decide if you keep a recording or not.  Andy has given you a method using a "percentage" to decide to keep the recording.  You want to use the Wrap-Up code to base you decision on.  You need to check if this "variable" is available for your retention rule.  



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    Vick Sweeney
    Hydro Quebec
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