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Feedback?Contributed by Vishal Goyal, Cisco TAC Engineer.
Prerequisites
Requirements
Cisco recommends that you have knowledge of the following topics:
- Cisco Webex Contact Center
- Cisco Agent Desktop
Problem
When Wrap-Up codes are created during an Incidence or Maintenance, there is a highly likely chance that they (the Wrap-up codes) are not saved to the Database correctly, and Agents will end up with no Wrap-Up codes after the call even though the Dashboard shows Auxiliary Codes.
Steps to Identify the Issue
- Login to the Portal >> Click on Agent Desktop >> Make a test call and disconnect the call for the "Wrap-up" code window to appear on the screen.
- Checked the Agent Profile and found around 80 odd "Wrap-up" codes, but none of them was reflected in the list upon wrapping up the call.
Workaround
Type the "Wrap-up" code manually, select the concerned "Wrap-up" code, and close the call.
How to fix the issue permanently?
- Collect the browser console logs (Reason: While loading the Agent Desktop, Browser console logs will collect all the related details like Idle codes, "Wrap-up" codes, etc.).
- Upon analyzing the "Wrap-up" code list in the Agent Desktop Browser logs, the dBID was found missing for one of the "Wrap-up" codes.
<<< MESSAGE
destination:/update/config/33f231e1-d89d-4af2-9365-aa90d490ae2e
content-type:application/json;charset=UTF-8
subscription:sub-0
message-id:5dyn45ei-12450338
content-length:15603
{"data":"{\"agent-profile\":{\"xmlns\":\"http://agent.transerainc.com/profile\",\"entityList\":[{\"type\":\"wrapupCode\",\"entity\":[{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"Wrap-Up_Auto\",\"id\":1004221},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS-ESU TS-Cant Resolve-FWD to SRT\",\"id\":1006713},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS-Comp-OEMProdEnq-FWD to SRep-Mktg\",\"id\":1006703},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS - FWD to CE-Quote-Price-Track\",\"id\":\"\"},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS-Leg-Access-CrossRef- FWD to SRep\",\"id\":1006719},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"AS-ESU TS-PM-Calib Help Hyf-BiCapIII-KLS\",\"id\":1004919},{\"isSystem\":false,
**Snippet from POSTMAN confirming missing dBID**
DB_id missing
{
"id" : "AW4kBal9nHp82ddFyQAD",
"auxiliaryDataType" : "RESOURCES",
"type" : "aux-code",
"attributes" : {
"isSystemCode__i" : 0,
"_lmts__l" : 1572562381181,
"name__s" : "WCAN-AS - FWD to CE-Quote-Price-Track",
"cstts" : 1572562381181,
"description__s" : "TPS Canada - AS - FWD to Customer Experience - Quote/Price/Track",
"isDefault__i" : 0,
"status__i" : 1,
"_type__s" : "aux-code",
"tid" : "1000198",
"type__s" : "wrapUp",
"workTypeId__s" : "AWeeIORh_1uTFjV89CBG"
}Against the "Wrap-up" code "WCAN-AS-FWD to CE-Quote-Price-Track", "id" is missing (check the other "Wrap-up" codes with the updated ID). Since the dbod was missing, the list never got auto-populated with the "Wrap-up" codes as the processing was hindered.
Resolution:
Edit the "Wrap-up" code and save it again (Why? This will push the configuration again to the database, create a dBID to resolve the issue)
**Browser logs post updation of dBID**
<<< MESSAGE
destination:/update/config/2722145e-12da-4b15-89c7-f1e2e9579987
content-type:application/json;charset=UTF-8
subscription:sub-0
message-id:a4gxqn55-12473394
content-length:15606
{"data":"{\"agent-profile\":{\"xmlns\":\"http://agent.transerainc.com/profile\",\"entityList\":[{\"type\":\"wrapupCode\",\"entity\":[{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"Wrap-Up_Auto\",\"id\":1004221},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS-ESU TS-Cant Resolve-FWD to SRT\",\"id\":1006713},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS-Comp-OEMProdEnq-FWD to SRep-Mktg\",\"id\":1006703},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS - FWD to CE-Quote-Price-Track\",\"id\":1006714},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"WCAN-AS-Leg-Access-CrossRef- FWD to SRep\",\"id\":1006719},{\"isSystem\":false,
\"omniChannelAuxId\":\"\",\"name\":\"AS-ESU TS-PM-Calib Help Hyf-BiCapIII-KLS\",\"id\":1004919},{\"isSystem\":false,
