Custom action when the agent types (wrap up code) or ends a call

1

Hello forum!

Searching the forum, I found a post from Dec-2018 (https://developer.mypurecloud.com/forum/t/feedback-ivr-after-agent-ends-the-call/4112), where it said that Genesys was in the process of developing a functionality that would allow customizing an action when the agent ends the call. Does this function currently exist?

Is possible to forward a call to an IVR flow or consume a data action, when the agent hangs up?

Is this functionality possible when the agent types?

I am currently transferring to a voice survey, but it is a process that the agent must do manually by pressing a button. I would like it to happen in an automated way.

Thank you very much

2

I asked around about this request. I am sorry to say that it has not been started. You can vote/post a use case on this idea https://purecloud.ideas.aha.io/ideas/PCV-I-42 to push for this feature to be prioritized.

3

Ok. Thank you for your response, Jason_Mathison.

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