wxc_sdk.telephony.cx_essentials.wrapup_reasons package

Customer Experience Essentials Wrap Up Reasons API

class wxc_sdk.telephony.cx_essentials.wrapup_reasons.WrapupReasonApi(*, session: RestSession, base: str = None)

Bases: ApiChild

Wrap up reasons API

read_queue_settings(location_id: str, queue_id: str) → QueueWrapupReasonSettings

Read Wrap Up Reason Settings

Return a wrap-up reason by location ID and queue ID.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Retrieving the wrap-up reason by location ID and queue ID requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

• location_id (str) – The location ID.

• queue_id (str) – The queue ID.

Return type:

list[QueueWrapupReasonSettings]

update_queue_settings(location_id: str, queue_id: str, wrapup_reasons: list[str] = None, default_wrapup_reason_id: str = None, wrapup_timer_enabled: bool = None, wrapup_timer: int = None)

Update Wrap Up Reason Settings

Modify a wrap-up reason by location ID and queue ID.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Modifying a wrap-up reason by location ID and queue ID requires a full or device administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

• location_id (str) – The location ID.

• queue_id (str) – The queue ID.

• wrapup_reasons (list[str]) – List of wrap-up reason IDs.

• default_wrapup_reason_id (str) – Unique wrap-up identifier. To clear the default wrap-up reason, set this to ‘’.

• wrapup_timer_enabled (bool) – Denotes whether the wrap-up timer is enabled.

• wrapup_timer (int) – Wrap up timer value in seconds.

Return type:

None

list() → list[WrapUpReason]

List Wrap Up Reasons

Return the list of wrap-up reasons configured for a customer.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues. Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue. Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Retrieving the list of wrap-up reasons requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Return type:

list[WrapUpReason]

create(name: str, description: str = None, queues: list[str] = None, assign_all_queues_enabled: bool = None) → str

Create Wrap Up Reason

Create a wrap-up reason.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Creating a wrap-up reason requires a full or device administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

• name (str) – Name of the wrap-up reason.

• description (str) – Description of the wrap-up reason.

• queues (list[str]) – List of queue IDs assigned to the wrap-up reason.

• assign_all_queues_enabled (bool) – Denotes whether all queues are assigned to the wrap-up reason.

Returns:

Wrap-up reason ID.

Return type:

str

validate(name: str)

Validate Wrap Up Reason

Validate the wrap-up reason name.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Validating the wrap-up reason name requires a full or device administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

name (str) – Name of the wrap-up reason.

Return type:

None

delete(wrapup_reason_id: str)

Delete Wrap Up Reason

Delete a wrap-up reason.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Deleting the wrap-up reason requires a full or device administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

wrapup_reason_id (str) – Wrap-up reason ID.

Return type:

None

details(wrapup_reason_id: str) → WrapUpReasonDetails

Read Wrap Up Reason

Return the wrap-up reason by ID.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Retrieving the wrap-up reason by ID requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

wrapup_reason_id (str) – Wrap-up reason ID.

Return type:

WrapUpReasonDetails

update(wrapup_reason_id: str, name: str = None, description: str = None, queues_to_assign: list[str] = None, queues_to_unassign: list[str] = None, assign_all_queues_enabled: bool = None, unassign_all_queues_enabled: bool = None)

Update Wrap Up Reason

Modify a wrap-up reason.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Modifying a wrap-up reason requires a full or device administrator auth token with a scope of spark-admin:telephony_config_write.

Parameters:

• wrapup_reason_id (str) – Wrap-up reason ID.

• name (str) – Name of the wrap-up reason.

• description (str) – Description of the wrap-up reason.

• queues_to_assign (list[str]) – List of queue IDs to assign to the wrap-up reason.

• queues_to_unassign (list[str]) – List of queue IDs to unassign from the wrap-up reason.

• assign_all_queues_enabled (bool) – Denotes whether all queues are assigned to the wrap-up reason.

• unassign_all_queues_enabled (bool) – Denotes whether all queues are unassigned from the wrap-up reason.

Return type:

None

available_queues(wrapup_reason_id: str) → list[AvailableQueue]

Read Available Queues

Return the available queues for a wrap-up reason.

Agents handling calls use wrap-up reasons to categorize the outcome after a call ends. The control hub admin can configure these reasons for customers and assign them to queues.

Upon call completion, agents select a wrap-up reason from the queue’s assigned list. Each wrap-up reason includes a name and description, and can be set as the default for a queue.

Admins can also configure a timer, which dictates the time agents have to select a reason post-call, with a default of 60 seconds. This timer can be disabled if necessary.

Retrieving the available queues for a wrap-up reason requires a full or read-only administrator auth token with a scope of spark-admin:telephony_config_read.

Parameters:

wrapup_reason_id (str) – Wrap-up reason ID.

Return type:

list[AvailableQueue]

base = 'telephony/config'

class wxc_sdk.telephony.cx_essentials.wrapup_reasons.QueueWrapupReasonSettings(*, wrapupTimerEnabled: bool | None = None, wrapupTimer: int | None = None, wrapupReasons: list[QueueSettingsReason] | None = None, **extra_data: Any)

Bases: ApiModel

wrapup_timer_enabled: bool | None

Denotes whether the wrap-up timer is enabled.

wrapup_timer: int | None

Wrap up timer value in seconds.

wrapup_reasons: list[QueueSettingsReason] | None

List of wrap-up reasons.

class wxc_sdk.telephony.cx_essentials.wrapup_reasons.WrapUpReasonDetails(*, name: str | None = None, description: str | None = None, defaultWrapupQueuesCount: int | None = None, queues: list[WrapupReasonQueue] | None = None, **extra_data: Any)

Bases: ApiModel

name: str | None

Name of the wrap-up reason.

description: str | None

Description of the wrap-up reason.

default_wrapup_queues_count: int | None

Number of queues assigned to the wrap-up reason.

queues: list[WrapupReasonQueue] | None

List of queues assigned to the wrap-up reason.

class wxc_sdk.telephony.cx_essentials.wrapup_reasons.WrapupReasonQueue(*, id: str | None = None, name: str | None = None, locationName: str | None = None, locationId: str | None = None, phoneNumber: str | None = None, extension: int | None = None, defaultWrapupEnabled: bool | None = None, **extra_data: Any)

Bases: ApiModel

id: str | None

Unique queue identifier.

name: str | None

Name of the queue.

location_name: str | None

Name of the location.

location_id: str | None

Unique location identifier.

phone_number: str | None

Phone number of the queue.

extension: int | None

Extension of the queue.

default_wrapup_enabled: bool | None

Denotes whether the default wrap-up is enabled for the queue.

class wxc_sdk.telephony.cx_essentials.wrapup_reasons.AvailableQueue(*, id: str | None = None, name: str | None = None, locationName: str | None = None, locationId: str | None = None, phoneNumber: str | None = None, extension: int | None = None, **extra_data: Any)

Bases: ApiModel

id: str | None

Unique queue identifier.

name: str | None

Name of the queue.

location_name: str | None

Name of the location.

location_id: str | None

Unique location identifier.

phone_number: str | None

Phone number of the queue.

extension: int | None

Extension of the queue.

class wxc_sdk.telephony.cx_essentials.wrapup_reasons.WrapUpReason(*, id: str | None = None, name: str | None = None, description: str | None = None, numberOfQueuesAssigned: int | None = None, **extra_data: Any)

Bases: ApiModel

id: str | None

Unique wrap-up identifier.

name: str | None

Name of the wrap-up reason.

description: str | None

Description of the wrap-up reason.

number_of_queues_assigned: int | None

Number of queues assigned to the wrap-up reason.