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  • 1.  Tags (Contact Center)

    Posted 09-25-2023 23:57

    Hi, I would like to ask questions regarding the Tags under Wrapup. how do we populate this field? or is this the expected behavior as Tags: [] it says that tags are custom attributes or criteria associated with an interaction. Tags represent information about an interaction that can be used for agent selection and assignment. 

     "wrapup": {
          "code": "7865c1ff-a75a-462d-ba30-ca68cd032c4f",
          "name": "",
          "notes": "Test 2",
          "tags": [],
          "durationSeconds": 60,
          "endTime": "2018-02-13T07:47:00.000Z",
          "provisional": true

    Thanks in advance


    elizalde Ysonza
    Trends and Technologies Inc

  • 2.  RE: Tags (Contact Center)

    Posted 10-01-2023 13:14

    Attributes are information to associate a participant or conversation with a particular piece of data.  Tags are Tags are used in Documents to categorize different types of documents.  It looks like this might be some of the new participant attribute data that Genesys is working on.  @Maisey Harris, do you know about this and is it part of a broader project?

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Tags (Contact Center)

    Posted 10-03-2023 14:19

    I'm not involved in this particular area but perhaps @Chris Bohlin can help.

    Maisey Harris
    Senior Development Group Manager, Analytics UI & Reporting

  • 4.  RE: Tags (Contact Center)

    Posted 10-04-2023 08:32

    These 'tags' actually pre-date my time with the team!!!  While part of the wrap-up object, I do not believe we ever implemented any logic behind the tags - so I think they may not serve any purpose.  I can check with dev to see if they can be used in any way, but I don't think can be.

    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud

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