Anish | 2022-07-22 10:06:50 UTC | #1
Hi, when an agent goes offline without clicking on 'done', the disconnected interaction sits on their queue and the tHandle keeps counting. Using the mandatory wrap code option will auto wrap the interaction after the defined time passes however, that is not an option.
In theory, if i can check the users queue when they go into an 'offline' state for any active interactions, we would be able to patch it and apply the wrap code. However, i have not been able to locate an ideal API to retrieve list of conversations that match that criteria. The one thing that is missing in these conversations is that the wrapcode segment is not there but we dont seem to have a way to craft a query to get conversations where segmentType != wrapcode.
Would be keen to hear how/or if anyone has tried to cater for this scenario.
Eos_Rios | 2022-07-22 22:33:29 UTC | #2
We struggled with this too and never found a "good" way. There is an active beta of a feature to address it and it's moving to GA "soon" (4th quarter) according to the road map.
https://genesyscloud.ideas.aha.io/ideas/INB-I-785
Prior to joining the beta we just had our WFM people keep an interactions tab up sorted by wrap time descending and killing them as they spotted ones that shouldn't still be there and kept most groups limited to a maximum time.
Anish | 2022-07-22 22:36:02 UTC | #3
Thanks. This may be the way forward. I will raise an idea if it doesn't exist already to add API's that will query users active conversations vs. the current api which queries active conversation of the logged in user. That will hopefully open up additional automation tasks we can carry out server side instead of relying on having an app loaded on a user context.
system | 2022-08-22 22:36:56 UTC | #4
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