Seeing this conversation event with a weird wrap up behavior. Wondering if any one can explain what it means.
first event we see on the agent participant:
"wrapup": {
"code": "ININ-WRAP-UP-DELETED",
"durationSeconds": 257937,
"endTime": "2020-01-20T23:18:19.630Z",
"additionalProperties": "***"
},
the next event we see on the agent participant:
"wrapup": {
"code": "a0a0ba8f-8e58-4d00-99ed-44b7558d6757",
"durationSeconds": 316193,
"endTime": "2020-01-21T15:29:13.591Z",
"additionalProperties": "***"
},
What does the ININ-WRAP-UP-DELETED mean? and why does it get updated on the next day ?
ININ-WRAP-UP-DELETED
A forceful cleanup of a conversation with a pending wrap-up was performed because the call was in a stuck state. The system disconnected all active calls, callbacks, etc. and applied the wrap-up to any participants that require one.
If you have questions about general PureCloud behavior, those questions should be posted on the PureCloud Community Forum.
It seems like the agent logged out of purecloud and left the call in after call work. Then the outbound dialing sets it to ININ-WRAP-UP-DELETED. When the agent logs in again, the agent then finishes the call and the wrapup is update or someone used the PATCH api to update the wrapup.
Do you know how PureCloud would report (Queues report) on these stuck interactions ? Does PureCloud still report on this interaction? And do they use the timestamp of wrap-up with code ININ-WRAP-UP-DELETED?
Also, how do I reproduce the force cleanup for testing ?