Contents

Introduction

Prerequisites

Requirements

Problem

Steps to identify the issue

Workaround

How to fix the issue permanently ?

Resolution :

Introduction

This document describes how to troubleshoot the wrap-up code issue where the drop-down during agent completion is blank

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 Incident or Maintenance, there is a highly likely chance for the Wrap-up codes not saved to the Database correct and Agents will end up with no Wrap-Up codes after the call even though Dashboard shows Auxilary Codes.

Steps to identify the issue

Step 1 : Login to Portal >> Click on Agent Desktop >> Make a test call and disconnect the call for "wrap-up" code window to appear on the screen

Step 2 : Checked the Agent Profile and found around 80 odd wrap-up codes , but none of them were reflecting 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 ?

Step 1 : Collect the browser console logs ( Reason: While loading Agent Desktop, Browser console logs will collect all the related details like Idle codes, Wrap-Up codes etc.)

Step 2 : Upon analyzing the Wrap-Up code list in 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 wrap-up code " WCAN-AS - FWD to CE-Quote-Price-Track " , "id" is missing (check other wrap-up codes with updated id)

Since the dbid 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,