Legacy Dev Forum Posts

 View Only

Sign Up

Back to discussions
Expand all | Collapse all

WebChat v1 and v2 interactions - Mandatory WrapUp?

  • 1.  WebChat v1 and v2 interactions - Mandatory WrapUp?

    Posted 06-05-2025 18:18

    wchavez | 2020-12-18 16:57:10 UTC | #1

    Good morning, Forum:

    Despite having set, in a queue, the Wrap up action as Mandatory (30 seconds) when the WebChat v1/v2 interaction arrived and the agent finished, the agent was also able to omit the wrap up code of the interaction.

    Would you please suggest me what can we do to set as mandatory the wrapup code for those types of interactions, via the administration panel or the API? For the contact center operation, the interactions are supposed to be mandatorily wrap upped.

    Thank you in advance for your attention and support.

    John_Carnell | 2020-12-21 14:33:55 UTC | #2

    Hi William,

    This resource center article should help explain how to set discretionary and mandatory values.

    Here are a couple of things to be aware of:

    1. The timeouts only work on the voice channels and not the digital channels.
    2. The setting of discretionary and mandatory should work across all interaction types.

    If this is not the behavior you are seeing, I suggest you open a ticket with our care support team.

    Thanks and have a happy holidays, John Carnell Manager, Developer Engagement

    anon66637029 | 2020-12-21 14:32:52 UTC | #3

    All - please note that we will be kicking off a project in early 2021 to deliver like ACW functionality across all channels (so that there is no disparity between voice and the digital media channels.) Feel free to follow this idea for tracking: https://genesyscloud.ideas.aha.io/ideas/CLPLA-I-368

    Thanks, Chris Bohlin

    system | 2021-01-21 14:32:53 UTC | #4

    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: 9551



Related Content