andygunther | 2016-10-06 19:51:42 UTC | #1
Trying to grab Wrap Up Notes from the interaction segment, and it always comes back empty, despite there being noes made during wrap up. Is there a different way I'm supposed to get those Notes off the wrap up?
tim.smith | 2016-10-06 21:47:33 UTC | #2
I'm able to get the notes using GET /api/v2/analytics/conversations/{conversationId}/details. The notes are set on the agent's wrapup segment:
{ "segmentStart": "2016-10-06T21:44:27.075Z", "segmentEnd": "2016-10-06T21:44:40.075Z", "queueId": "636f60d4-04d9-4715-9350-7125b9b553db", "wrapUpCode": "3b9a84d0-5c50-4ce8-918a-f2080c11fad1", "wrapUpNote": "ACW notes", "disconnectType": "client", "segmentType": "wrapup", "conference": false }
Are you entering the notes and wrapup in the Engage UI with the call or via the API?
andygunther | 2016-10-11 01:01:55 UTC | #3
In the Engage UI, and I was starting to wonder if there's something wrong with how they're saved - and maybe they aren't getting saved at all. Because, the interface isn't intuitive. Is there some step that needs to be taken to Save the notes in that UI?
tim.smith | 2016-10-11 14:12:44 UTC | #4
In my test, I just typed in some text and then assigned a wrap up code and it showed up on the wrapup segment for the agent. The documentation doesn't appear to have any extra steps. It sounds like this would be a good ticket for support to investigate why your notes aren't being saved.
https://help.mypurecloud.com/articles/enter-notes-for-an-interaction/
andygunther | 2016-10-11 15:27:48 UTC | #5
Yeah, I was able to confirm it working in my Org today also. So, I suspect a user issue with adding the notes... Will take it up with support if it's an issue for the Org that needs this. Thanks!
system | 2017-08-28 19:27:49 UTC | #6
This post was migrated from the old Developer Forum.
ref: 478