Hello,
our customer has the requirement that agents can prolong a already running after call work time when they need some more time for it. Currently we set the after call work time to "Mandatory, time boxed" on queue level with timeout of 60 seconds.
Agent currently has no possibility to prolog this time if necessary.
I already checked the Conversation APIs and the Preview APIs as well if somewhere it is possible to prolong the current running after call work time of a conversation (My idea: API call over Data Actions which is triggered by button click inside of Agent Script).
But currently I can't find such a thing there. The only "new" I could found is this here:
https://developer.genesys.cloud/platform/preview-apis
There I can see that some new endpoints exist where I can set the wrap-up code for a running after call work session.
Does anyone of community here know an already existing possibility to prolong a after call work time for a specific agent and specific conversation via API calls?
Thank you very much and best regards,
Christian.