Question
GDIT
US
Last activity: 16 Oct 2018 12:03 EDT
How to stop "Wrap Up" the interaction, if the Intents are open.
We are using Pega CRM 7.22 on Pega 7.2.2.
Call Wrap Up - We are able to Wrap Up a Call with Intent Tasks still open in the left panel. I believe that, system should not allow a wrap up if a task is selected and not completed.
In Data Page Declare_CAApplicationSettings, the value is set .WrapUpInFlightWarning = true as well.
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Pegasystems Inc.
US
HI Santosh,
I am not aware of that 'Wrap up' can be disabled. This is per design.
If you accidentally click on Wrap Up and want to cancel the action, in the next 'Finalize The Interaction' step, you can click on 'Other Actions' with '...' image on the top right corner to cancel the Wrap up.
thanks,
Susan
GDIT
US
Susan,
Thanks for the reply. The work around you provided is "Reactive". After clicking the "Wrap Up". I an looking for proactive measure instead of taking this as a training item for the CSRs.
We would like to restrict the accidental/Intentional click of the Wrap up when there are
"in-progress", "IntentType", D_Interaction_Intents[D_CPMPortalContext.pyID].pxResults
Capgemini
IN
Santosh -
We had similar requirement in our project and we implemented it by updating the when rule "CPMShowEndInteraction".
@LengthOfPageList(D_CPMServiceCaseRecents[InteractionId:D_CPMPortalContext.pyID].pxResults) == 0 && @LengthOfPageList(D_CSQueuedTasks[InteractionID:D_CPMPortalContext.pyID].pxResults) == 0
This will ensure that when all the open service cases are submitted, then only "Wrap Up" button would appear.