Analytics Conversations Details Query - Wrap segment does not appear until end of Wrap time

[EddieSaf]

As the title suggests, the output of Analytics Conversations Details Query does not include "segment_type: wrapup" until after wrap is completed, unlike all other segment types (interact/hold etc) which do appear at the start.

Observing a number of test calls, the results follow the same pattern:

While agent is wrapping call (Left side of image), the latest segment for purpose = "agent" is still "interact" and its segment_end shows a timestamp. This indicates the interact segment has ended however, it's still the last segment for the agent session.

The expectation is there should be a new segment with a wrapup type at this point.

It's only until the completion of wrap (Right side of image) that the new segment appears in the query output as purpose = "agent" and segment_type = "wrapup".

Cheers,
Eddie

[Zino_Onokpise]

Hi EddieSaf,

To report a possible defect, please open a care support ticket via the Care portal

[ralegner]

Wrap ups function differently than other segments in our system. They do not submit a start time when wrap ups begin. Instead, wrap ups are submitted with an end time and a duration. The start time is calculated which is why it doesn't show in the detail data until wrap up has been submitted. The behavior you're experiencing is expected.

[EddieSaf]

Thanks. Can you suggest a method to determine when Wrap start time is available at the actual start time? The purpose is to report on the current state per Agent and the duration of time they're in that state.