Hello,
I am looking for a way to set a wrapup code while the agent is in a call, and provide the ability to the agent to change it when the call is disconnected.
So, I am using the API bellow:
PATCH /api/v2/conversations/calls/{conversationId}/participants/{participantId}
It works quite well, but as soon as the call is disconnected, the agent UI is closed, and the agent cannot change the wrapup code.
I'd like to set a wrapup code (using the API) witch will be the default one, and enable the agent to change it while he is in wrapup time.
I tried to use the parameter "provisional", but it doesn't seem to be functionnal.
I just did a test and the Genesys Desktop UI doesn't seem to take into account/rely on the provisional wrapup code (provisional = true)
The Genesys Desktop UI does take into account provisional wrapup notes (set from the Notes tab in the Genesys Desktop UI or set using the API endpoint and provisional=true) - but apparently not the code (it seems to only care about what has been selected in the UI).
I don't know and can't say if it is by design (on purpose) or not.
You could open a ticket with Genesys Cloud Customer Care (in case it is not on purpose - which I doubt), or otherwise, you can request a new feature and share your use case at https://genesyscloud.ideas.aha.io/