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Wrapup code in conversation event

  • 1.  Wrapup code in conversation event

    Posted 06-05-2025 18:16

    kphung | 2020-01-23 17:51:43 UTC | #1

    Seeing this conversation event with a weird wrap up behavior. Wondering if any one can explain what it means.

    first event we see on the agent participant: "wrapup": { "code": "ININ-WRAP-UP-DELETED", "durationSeconds": 257937, "endTime": "2020-01-20T23:18:19.630Z", "additionalProperties": "*" },

    the next event we see on the agent participant: "wrapup": { "code": "a0a0ba8f-8e58-4d00-99ed-44b7558d6757", "durationSeconds": 316193, "endTime": "2020-01-21T15:29:13.591Z", "additionalProperties": "*" },

    What does the ININ-WRAP-UP-DELETED mean? and why does it get updated on the next day ?

    Thanks

    tim.smith | 2020-01-23 18:06:06 UTC | #2

    ININ-WRAP-UP-DELETED A forceful cleanup of a conversation with a pending wrap-up was performed because the call was in a stuck state. The system disconnected all active calls, callbacks, etc. and applied the wrap-up to any participants that require one.

    https://help.mypurecloud.com/articles/wrap-up-codes-assigned-by-outbound-dialing/

    If you have questions about general PureCloud behavior, those questions should be posted on the PureCloud Community Forum.

    kphung | 2020-01-24 15:55:19 UTC | #3

    Thanks.

    It seems like the agent logged out of purecloud and left the call in after call work. Then the outbound dialing sets it to ININ-WRAP-UP-DELETED. When the agent logs in again, the agent then finishes the call and the wrapup is update or someone used the PATCH api to update the wrapup.

    kphung | 2020-01-24 15:58:02 UTC | #4

    Do you know how PureCloud would report (Queues report) on these stuck interactions ? Does PureCloud still report on this interaction? And do they use the timestamp of wrap-up with code ININ-WRAP-UP-DELETED?

    Also, how do I reproduce the force cleanup for testing ?

    tim.smith | 2020-01-24 15:59:56 UTC | #5

    Those are all good topics to discuss with PureCloud Care.

    system | 2020-02-24 16:00:00 UTC | #6

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 6953



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