I'm new with PureCloud API, so excuse me if this is not possible at all
We have an issue with agents who forget to select a wrapup code after they finished their last conversation for the day.
Is there any way to fix these conversations, so they do not mess up the stats?
I tryed using the developer tool to patch using /api/v2/conversations/calls/{conversationId}/participants/{participantId}
And just write a new endtime for wrap in the request.
I get a 200 response, but the stats remain the same.
If you configure the ACW settings to have a mandatory wrap code and a time-boxed duration, the system default wrap up code will be assigned after that amount of time. If a time limit is not set, the conversation will remain unwrapped until the agent logs back in to wrap it up.
This is the expected behavior. Once a wrap up code has been set, it cannot be changed.
Edit: It turns out there's a bug with analytics in this scenario. You can update the wrap up code for a participant, but analytics isn't picking up the update. If you use one of the conversation APIs to get the conversation, however, it will reflect the updated wrap up code. I've opened AR-5452 for analytics not showing the updated wrap up code.
Thank you Tim, we will try to experiment with the timeboxed option.
But the length of the agents ACW varies a lot, and we don't want to have them entering Not Responding because they are somewhere in the building getting help to solve a inquiry.
Maybe a tool that checks if agent is both "offline" and active on a conversation is a better way for us to go, and then just a button for our admins to wrap up the conversation with a default wrapup code if the agent left without selecting the wrapup.
It's basicly what we are doing in our current system.
