I am currently helping a client reorganize their wrap-up codes for their new Agent Assist deployment. We have over one hundred wrap-up codes that need to be assigned to fifty different queues. I see that I can do this manually in the UI, but it is extremely tedious. Is there a Platform API endpoint that allows for bulk assignment of wrap-up codes to multiple queues at once, or should I be looking at a script that iterates through every queue individually?
Greetings. I am a Performance dashboard power user and I have seen these configuration tasks eat up many hours for our admins. Unfortunately, there is no single ‘Bulk Assign’ endpoint for wrap-up codes across multiple queues. You must use the /api/v2/routing/queues/{queueId}/wrapupcodes endpoint for each queue. I recommend writing a small Python script that uses a nested loop to iterate through your queue list and apply the desired wrap-up code list to each one. It is the only way to avoid the manual labor!
I deal with the backend provisioning for our global sites. To follow up on Sop61, when you run your script, please make sure you are not ‘Overwriting’ the existing wrap-up codes on those queues. The endpoint is a POST, but if you want to replace the whole list, you have to be careful. Also, keep an eye on the rate limits! Sending fifty requests in a few seconds might trigger a 429 error from the platform. A small delay between each queue update will ensure your script finishes successfully.
Hello everyone! I am a Microsoft Teams integrator and I love seeing these automation scripts! Kaz85, if you want to make your script even more powerful, you should store your queue-to-code mappings in a CSV file. Your script can then read the CSV and apply the changes dynamically. This makes it very easy to ‘Rollback’ the changes if you make a mistake, or to apply the same configuration to a ‘Staging’ org before you move to production. It is a very professional way to handle large-scale configuration changes!