To indicate the nature of an interaction, agents specify wrap-up codes; for example, a completed sale, a customer dissatisfied with service, or a billing problem.
Notes:
Genesys Cloud does not limit the number of wrap-up codes you can create in an organization.
Genesys Cloud does not limit the number of wrap-up codes you can assign to a queue.
You cannot create a duplicate wrap-up code name. Each wrap-up code name must be unique.
Wrap-up codes are division aware and belong either to a specific division or to the All division. By default, all wrap-up codes that are not specifically tagged to a division, belong to the All division.
Click Admin.
Under Contact Center, click Wrap-Up Codes.
Click Menu > Channels > Interactions Assets > Wrap-Up Codes.
In the Name box, enter a unique wrap-up code name. The length of a wrap-up code must not exceed 256 characters.
In the Description box, enter a description of the wrap-up code
Note: To optimize the wrap-up code suggestion by , include the intention and resolution of the interaction in the name and description of the wrap-up code. For example, in the scenario of a customer calling to report a lost debit card and the agent resolving the issue by raising a request for a new debit card, the Agent Copilot selects the correct wrap up code only when the name and description contain information on loss of debit card and issuance of a replacement card. For the wrap-up code to be chosen, set the name as 'Lost debit card replacement' and the description as 'Wrap-up code to be selected when a new debit card is issued in place of a lost card'.
Enter the division to which it belongs. You can view the divisions to which you have the necessary permissions to access.
Click Save.
Note: To reduce the time required to look up the wrap-up codes later, Genesys recommends that you do not create wrap-up codes that are similar to the ones existing. Try adding new words as you create new codes.
Click Admin.
Under Contact Center, click Wrap-Up Codes.
Optionally search for the applicable wrap-up code.
Next to the wrap-up code you want to modify, click Edit.
Edit the wrap-up code name and division as necessary.
Click Save.
Note: Information stored against a deleted wrap-up code remains on existing reports that previously included the deleted wrap-up code. Analytics perform queries for both active and inactive wrap-up codes.
Click Admin.
Under Contact Center, click Wrap-Up Codes.
Optionally search for the applicable wrap-up code.
Next to the wrap-up code you want to modify, click the arrow at the end of the Edit drop-down list and select Delete.
In the Are you sure? dialog box, click OK.
Click Admin.
Under Contact Center, clickQueues. The Manage Queues page opens.
To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
In the queue's Name area, clickEdit Queue. The queue configuration opens to the Settings tab.
In the Wrap-up Codes area, click edit.
To add a new wrap-up code, begin typing the code in the blank text box at the bottom of the Wrap-up Codes area and then select the appropriate matches from the results. You can see the wrap-up codes that are assigned to the divisions to which your role has access. The role must both belong to the division and have the necessary permissions outlined in the prerequisites section. Genesys recommends that you add wrap-up codes that are assigned to the division to which the queue belongs; this helps gain a better understanding of any reports that contain wrap-up code-related data.
Note: The search results may not return all of the existing wrap-up codes. As a workaround, Genesys recommends that you add a few wrap-up codes to the queue (and later delete them) until the exact wrap-up code is available for you to select.
To remove a wrap-up code, click the corresponding x next to the wrap-up code and then click Save.
