Genesys Cloud MCP Plus

Genesys Cloud MCP Plus - 15 comprehensive tools for contact center analytics

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Wrap Up Code Analytics

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Overview

The node "Genesys Cloud MCP Plus" provides a comprehensive set of tools for contact center analytics, integrating with Genesys Cloud services. The "Wrap Up Code Analytics" operation specifically analyzes interaction types and volumes based on wrap-up codes used in conversations within specified queues and time periods. This is useful for understanding how different types of interactions are categorized after completion, helping supervisors and analysts identify trends, workload distribution, or issues related to specific wrap-up codes.

Practical examples include:

  • Analyzing the frequency of certain wrap-up codes over a date range to assess common reasons for call resolution.
  • Filtering wrap-up code analytics by specific queues to compare performance or issues across teams.
  • Narrowing down analysis to particular wrap-up codes to focus on specific interaction outcomes.

Properties

Name Meaning
Start Date The start date for the query period (required).
End Date The end date for the query period (required).
Queue IDs for Wrap Up Optional comma-separated list of queue IDs to filter the analytics by specific queues.
Wrap Up Codes Optional comma-separated list of specific wrap-up codes to filter the analytics results.

Output

The output JSON contains the result of the wrap-up code analytics query. It typically includes aggregated data about interaction volumes grouped by wrap-up codes and possibly filtered by queues and date ranges. The exact structure depends on the external service response but generally provides counts or metrics per wrap-up code.

No binary data output is indicated for this operation.

Dependencies

  • Requires an API key credential for authenticating with the Genesys Cloud MCP Plus API.
  • The node depends on the GenesysCloudMcpPlusService class which handles communication with the external Genesys Cloud MCP Plus analytics API.
  • Proper configuration of the API credentials in n8n is necessary for successful execution.

Troubleshooting

  • Common Issues:

    • Invalid or missing API credentials will cause authentication failures.
    • Incorrectly formatted queue IDs or wrap-up codes (e.g., extra spaces, invalid IDs) may lead to empty or error responses.
    • Date range errors such as start date after end date can cause the API to reject the request.

  • Error Messages:

    • "Operation wrapUpCodeAnalytics not supported" indicates a misconfiguration or typo in the operation parameter.
    • Network or API errors will be returned as error messages in the output if "Continue On Fail" is enabled.

  • Resolutions:

    • Verify that the API key credential is correctly set up and has sufficient permissions.
    • Ensure all input parameters follow the expected format (comma-separated strings without trailing commas).
    • Validate date inputs to ensure logical query periods.

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