Good day Community,

I have a question, we are setting the wrap up of an interaction via a flow 'set wrap up' action and we have built a data action to set the wrap up of an interaction in-queue if X happens etc.

This is all working and adding the Wrap up to the interaction. We are using the Workflow participantId, that we find with another Data Action, on the Data Action API Endpoint:

The issue now is that because the agent did not set the wrap up via ACW, there is no Wrap up performance stats for the Wrap up we use in the Flow or Data Action.

Is this expected behaviour, or is there a different approach to get Wrap up performance stats to tick?
There is already a custom daily stats export application that is using the "Wrap up performance stats" for export.

We are trying to report on the Wrap up without the need to go and create an "Interactions View" filtered on the Wrap up and then schedule the export on GC.

Any help would be much appreciated.

#ArchitectureandDesign
#Integrations
#Reporting/Analytics

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Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
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Each segment of the conversation (IVR, Agent, Transfer) can have their own Wrap-up, so setting it in the flow will only set it for the flow.  The agent still has to set their wrap-up.  You can try to set the wrap-up for the user as described above, but is it difficult because I think it requires user context.  

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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
------------------------------

Original Message:
Sent: 04-11-2024 07:48
From: Dewald Smit
Subject: Wrap up Performance and Setting the Wrap up via API/Data Action

Good day Community,

I have a question, we are setting the wrap up of an interaction via a flow 'set wrap up' action and we have built a data action to set the wrap up of an interaction in-queue if X happens etc.

This is all working and adding the Wrap up to the interaction. We are using the Workflow participantId, that we find with another Data Action, on the Data Action API Endpoint:

PATCH /api/v2/conversations/messages/${input.conversationID}/participants/${input.participantID}

The issue now is that because the agent did not set the wrap up via ACW, there is no Wrap up performance stats for the Wrap up we use in the Flow or Data Action.

Is this expected behaviour, or is there a different approach to get Wrap up performance stats to tick?
There is already a custom daily stats export application that is using the "Wrap up performance stats" for export.

We are trying to report on the Wrap up without the need to go and create an "Interactions View" filtered on the Wrap up and then schedule the export on GC.

Any help would be much appreciated.

#ArchitectureandDesign
#Integrations
#Reporting/Analytics

------------------------------
Dewald Smit
Altron Systems Integration a Division of Altron TMT (Pty) Ltd
------------------------------