Hi Maisey,

I noticed a situation where I also am receiving "None" wrap up codes. Here's the scenario:

1. Agent A places a communicate call out to a 10 digit DID, that actually routes into an Architect flow on the same GC Org.
2.  The call routes through the flow and transfers to the queue.
3. The call is delivered to Agent B.
4. Agent A's communicate call is now "upgraded" to an ACD call. Do you know why this is? and the call controls are now on the Interactions tab in the UI.
5. The interaction disconnects, and Agent B leaves a wrap up code. The count of the "None" increases by 1, because of Agent A's communicate call that was converted to an ACD call.

Can you help me understand why the communicate call is "upgraded" to an ACD call, which then affects the Wrap up Code reportnig by showing as if i have "Nones"

Hi Peter

I may be way off base here but I'm guessing you'll see this call as both Inbound/Outbound.  From Genesys' perspective it is both but is still a single conversation.

As far as Agent A's communicate call being upgraded, what's actually happening here is that the overall conversation is being "upgraded" to an ACD call.  If your flow targeted Agent B directly instead of via the Queue I suspect you'll see it stay as a non-ACD call throughout.  What makes it None is that there's no queue association with the first part of the call (Agent A) so it has nowhere to lookup to get the list of wrap up codes.

The Devs probably didn't anticipate this type of internal calling which has actually become a lot more common these days.

Hi Maisey,

I noticed a situation where I also am receiving "None" wrap up codes. Here's the scenario:

1. Agent A places a communicate call out to a 10 digit DID, that actually routes into an Architect flow on the same GC Org.
2.  The call routes through the flow and transfers to the queue.
3. The call is delivered to Agent B.
4. Agent A's communicate call is now "upgraded" to an ACD call. Do you know why this is? and the call controls are now on the Interactions tab in the UI.
5. The interaction disconnects, and Agent B leaves a wrap up code. The count of the "None" increases by 1, because of Agent A's communicate call that was converted to an ACD call.

Can you help me understand why the communicate call is "upgraded" to an ACD call, which then affects the Wrap up Code reportnig by showing as if i have "Nones"

Hey-o Vaun,

Yup, that's what's happening. I was hoping that the release last week was going to fix this type of thing.. but obviously it doesn't specifically relate to the scenario I listed above. I wanted to bring my scenario back up because I can't recall if it was ever something Genesys was planning to change. 

Thanks again,

Peter

Hi Peter

I may be way off base here but I'm guessing you'll see this call as both Inbound/Outbound.  From Genesys' perspective it is both but is still a single conversation.

As far as Agent A's communicate call being upgraded, what's actually happening here is that the overall conversation is being "upgraded" to an ACD call.  If your flow targeted Agent B directly instead of via the Queue I suspect you'll see it stay as a non-ACD call throughout.  What makes it None is that there's no queue association with the first part of the call (Agent A) so it has nowhere to lookup to get the list of wrap up codes.

The Devs probably didn't anticipate this type of internal calling which has actually become a lot more common these days.

Hi Maisey,

I noticed a situation where I also am receiving "None" wrap up codes. Here's the scenario:

1. Agent A places a communicate call out to a 10 digit DID, that actually routes into an Architect flow on the same GC Org.
2.  The call routes through the flow and transfers to the queue.
3. The call is delivered to Agent B.
4. Agent A's communicate call is now "upgraded" to an ACD call. Do you know why this is? and the call controls are now on the Interactions tab in the UI.
5. The interaction disconnects, and Agent B leaves a wrap up code. The count of the "None" increases by 1, because of Agent A's communicate call that was converted to an ACD call.

Can you help me understand why the communicate call is "upgraded" to an ACD call, which then affects the Wrap up Code reportnig by showing as if i have "Nones"

Thanks for the assist and great explanation, Vaun.  Peter - what you've effectively done is expose a bit of a loophole here that we don't have a good way to stop.  The call starts out as a NON-ACD call...this could have been a DID call to the user that was then transferred to a queue or back into a flow.  The calls starts with no ACD participant - but once you get a queue (by the paths I just defined), the call is identifed as an ACD interaction and 'upgraded' if you will.

To be honest - I've seen this for a long time and don't recall it being a new feature.  Are you saying you've only seen this happening recently or are you just now noticing it for this use case?

Hey-o Vaun,

Yup, that's what's happening. I was hoping that the release last week was going to fix this type of thing.. but obviously it doesn't specifically relate to the scenario I listed above. I wanted to bring my scenario back up because I can't recall if it was ever something Genesys was planning to change. 

Thanks again,

Peter

Hi Peter

I may be way off base here but I'm guessing you'll see this call as both Inbound/Outbound.  From Genesys' perspective it is both but is still a single conversation.

As far as Agent A's communicate call being upgraded, what's actually happening here is that the overall conversation is being "upgraded" to an ACD call.  If your flow targeted Agent B directly instead of via the Queue I suspect you'll see it stay as a non-ACD call throughout.  What makes it None is that there's no queue association with the first part of the call (Agent A) so it has nowhere to lookup to get the list of wrap up codes.

The Devs probably didn't anticipate this type of internal calling which has actually become a lot more common these days.

Hi Maisey,

I noticed a situation where I also am receiving "None" wrap up codes. Here's the scenario:

1. Agent A places a communicate call out to a 10 digit DID, that actually routes into an Architect flow on the same GC Org.
2.  The call routes through the flow and transfers to the queue.
3. The call is delivered to Agent B.
4. Agent A's communicate call is now "upgraded" to an ACD call. Do you know why this is? and the call controls are now on the Interactions tab in the UI.
5. The interaction disconnects, and Agent B leaves a wrap up code. The count of the "None" increases by 1, because of Agent A's communicate call that was converted to an ACD call.

Can you help me understand why the communicate call is "upgraded" to an ACD call, which then affects the Wrap up Code reportnig by showing as if i have "Nones"

Thanks for the assist and great explanation, Vaun.  Peter - what you've effectively done is expose a bit of a loophole here that we don't have a good way to stop.  The call starts out as a NON-ACD call...this could have been a DID call to the user that was then transferred to a queue or back into a flow.  The calls starts with no ACD participant - but once you get a queue (by the paths I just defined), the call is identifed as an ACD interaction and 'upgraded' if you will.

To be honest - I've seen this for a long time and don't recall it being a new feature.  Are you saying you've only seen this happening recently or are you just now noticing it for this use case?

Hey-o Vaun,

Yup, that's what's happening. I was hoping that the release last week was going to fix this type of thing.. but obviously it doesn't specifically relate to the scenario I listed above. I wanted to bring my scenario back up because I can't recall if it was ever something Genesys was planning to change. 

Thanks again,

Peter

Hi Peter

I may be way off base here but I'm guessing you'll see this call as both Inbound/Outbound.  From Genesys' perspective it is both but is still a single conversation.

As far as Agent A's communicate call being upgraded, what's actually happening here is that the overall conversation is being "upgraded" to an ACD call.  If your flow targeted Agent B directly instead of via the Queue I suspect you'll see it stay as a non-ACD call throughout.  What makes it None is that there's no queue association with the first part of the call (Agent A) so it has nowhere to lookup to get the list of wrap up codes.

The Devs probably didn't anticipate this type of internal calling which has actually become a lot more common these days.

Hi Maisey,

I noticed a situation where I also am receiving "None" wrap up codes. Here's the scenario:

1. Agent A places a communicate call out to a 10 digit DID, that actually routes into an Architect flow on the same GC Org.
2.  The call routes through the flow and transfers to the queue.
3. The call is delivered to Agent B.
4. Agent A's communicate call is now "upgraded" to an ACD call. Do you know why this is? and the call controls are now on the Interactions tab in the UI.
5. The interaction disconnects, and Agent B leaves a wrap up code. The count of the "None" increases by 1, because of Agent A's communicate call that was converted to an ACD call.

Can you help me understand why the communicate call is "upgraded" to an ACD call, which then affects the Wrap up Code reportnig by showing as if i have "Nones"

@Maisey Harris Hi. I've been having the same issue as @Joy Shewmake and can't find an explanation as to why the None code appears in my reports. I'm noticing particularly on outbound calls using Preview dialling.What circumstances would this code be assigned to an interaction?

Thanks

Jeff

Hi Jeff,

"None" means that the interaction was handled but was ended without a wrapup code being selected; it's not actually a wrapup code, but rather it signifies the lack of a wrapup code.

@Maisey Harris Hi. I've been having the same issue as @Joy Shewmake and can't find an explanation as to why the None code appears in my reports. I'm noticing particularly on outbound calls using Preview dialling.What circumstances would this code be assigned to an interaction?

Thanks

Jeff

Thanks @Maisey Harris. 

Just to clarify. On our OB queue, we have ACW set to Mandatory, time boxed at 30 seconds and some agents were having trouble setting the wrap code within that time. When the ACW runs out, my understanding was that the system assigned ININ-WRAP-UP-TIMEOUT rather than NONE. Is that correct? Secondly, am I correct in understanding you that NONE is assigned when, for example, the agent clicks on the End Preview within the ACW time without selecting a Wrap code? 

Lastly, when viewing individual agent performance wrap up stats on OB we should always choose Voice as the media type as opposed to Call Back?

Thanks

Jeff

Hi Jeff,

"None" means that the interaction was handled but was ended without a wrapup code being selected; it's not actually a wrapup code, but rather it signifies the lack of a wrapup code.

@Maisey Harris Hi. I've been having the same issue as @Joy Shewmake and can't find an explanation as to why the None code appears in my reports. I'm noticing particularly on outbound calls using Preview dialling.What circumstances would this code be assigned to an interaction?

Thanks

Jeff