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.
-Vaun McCarthy- Original Message:Sent: 03-14-2023 18:30From: Peter StoltenbergSubject: Wrap Code “None”
Hi Maisey,
I noticed a situation where I also am receiving “None” wrap up codes. Here’s the scenario:
- Agent A places a communicate call out to a 10 digit DID, that actually routes into an Architect flow on the same GC Org.
- The call routes through the flow and transfers to the queue.
- The call is delivered to Agent B.
- 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.
- 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”
-Peter StoltenbergTTEC Digital, LLC fka Avtex Solutions, LLC-Original Message:Sent: 02-07-2023 11:38From: Maisey HarrisSubject: Wrap Code “None”That’s one of the system-applied wrap-up codes. Definitions can be found in the Resource Center. ININ-WRAP-UP-TIMEOUT is applied when “The time allowed for after call work expired before the agent assigned a wrap-up.”Hope that helps!-Maisey HarrisSenior Development Group Manager, Analytics UI & ReportingGenesysOriginal Message:Sent: 02-07-2023 11:31From: Joy ShewmakeSubject: Wrap Code “None”Thank You. Next question, then what is ININ-WRAP-UP-TIMEOUT? I thought that would have been they didn’t pick a wrap up code within the time that was set in the system.Thanks-Joy ShewmakeWorkwear OutfittersOriginal Message:Sent: 02-07-2023 08:54From: Maisey HarrisSubject: Wrap Code “None”Hi Joy,The “NONE” row in Agent Wrapup Detail represents data for which the agent handled interactions but had no wrapup code associated; it’s not a particular wrapup code.Thanks,-Maisey HarrisSenior Development Group Manager, Analytics UI & ReportingGenesys
