Ruby_Ye | 2022-12-20 08:19:02 UTC | #1
Hi Genesys, seek your suggestions.
Background - from the daily operation, we find agents always forget to submit wrap-up code, meaning they are stuck in the previous call. We are thinking using API to submit wrap-up code for them, to make sure they could back to queue as early as possible.
Here are some of my Findings
- List item Use API POST /api/v2/conversations/{conversationId}/disconnect. However, it does not seem a ideal solution, refer to the ticket here - https://developer.genesys.cloud/forum/t/disconnect-interaction-via-api/6456
- List item Use ACW timeout function. From our current SOP, agent might take time to take some notes in our internal system, meaning it is not easy to estimate the timeout window for now.
Could Genesys share some ideas? Thanks.
Adrian_Santamaria | 2022-12-20 09:11:03 UTC | #2
Well... If you forced the disconnection via API, you would have the problem of the agents not being able to take notes anyway... I would stick to ACW Timeout, increasing or decreasing it in the future as you see how well it works.
Ruby_Ye | 2022-12-20 09:32:52 UTC | #4
Hey Adrian,
Our agents are managing the call results and notes out of Purecloud, thus it is not a problem actually. Besides that, would it be any other potential impact, in your mind?
We did some testing, the default wrap-up code would be ININ-WRAP-UP-DELETED, if we use API POST /api/v2/conversations/{conversationId}/disconnect , not sure whether it is an expected system behaviour.
Adrian_Santamaria | 2022-12-20 10:06:43 UTC | #5
To simply close the wrapup, I would use this endpoint instead.
Ruby_Ye | 2022-12-20 10:27:25 UTC | #6
Adrian, which one?
Adrian_Santamaria | 2022-12-20 13:54:51 UTC | #7
PATCH /api/v2/conversations/{conversationId}/participants/{participantId}
system | 2023-01-20 12:12:23 UTC | #8
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