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  • 1.  List of current users in wrap up

    Posted 07-25-2023 11:47
    No replies, thread closed.

    Is there a way to get a list of users currently in wrap up and what queue they're assigned to?


    #Reporting/Analytics
    #Telephony
    #Unsure/Other

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    Nichole Conway
    State of Missouri
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  • 2.  RE: List of current users in wrap up

    Posted 08-01-2023 04:16
    No replies, thread closed.

    You are not going to get this out of the Performance Views, but you could possibly do this through a couple of API calls - one to look for agents with a status of ACW and another to check what queue they are currently on a conversation with.  Probably easier to look at each conversation and parse for those were the customer has disconnected and the agent is connected and just assume they are in ACW.  



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: List of current users in wrap up

    Posted 08-03-2023 14:46
    No replies, thread closed.

    I am assuming you are referring to a "wrap up" code you have created, and not ACW.  We have a created Wrap Up code, as well.  Our "Wrap Up" code was created as a BUSY state.  What I do is, in in the Queue Activity screen for a specific queue, filter it by "Busy", make sure you have "Show Secondary Status" toggled on, and then you can see them.  If Genesys would allow me to sort the row alphabetically, it would be easier to see, since all my Wrap up would always be on top, but at least I can see it.



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    Gina Palmer
    Papa, Inc.
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    Original Message


  • 4.  RE: List of current users in wrap up

    Posted 08-03-2023 19:16
    No replies, thread closed.

    Hey Nichole, 

    Robert is right here, while there is no way to see this from the native performance views (easily depending on the number of queues and agents etc) You would be best to build your own dashboard using the APIs. Depending on how often you need this to update, you could use the /api/v2/analytics/conversations/details/query and then parse the result into a table. You can run into some limitations here too and may need to paginate if there are more than 100 conversations that are in ACW at a time. 

    You could also subscribe to the queue/conversation notification service to do this too. 

    All in all, a number of ways to do this, but nothing that would be hands off to set up



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    Lawrence Drayton
    Prvidr Pty Ltd
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    Original Message


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