Wrap-up rules

AI-generated summary

Genesys Cloud provides wrap-up rules that evaluate conditions after a call disconnects to update contact columns or append numbers to do not contact (DNC) lists. Conditions are based on timing rather than call occurrence. Actions can update columns or append numbers with/without expiration dates to the first DNC list. Conditions include contact info, wrap-up codes, time/date comparisons. Inverted conditions perform actions when the condition is not met. Categories, conditions, operators, and actions can be configured. Rules run for most wrap-up codes except specific stuck call and invalid codes.

Wrap-up rule conditions are evaluated after a call disconnects. Wrap-up rule conditions are based on the timing of when the condition is evaluated and not that it only evaluates when a call occurs. For more information, see Wrap-up codes assigned by outbound dialing.

Wrap-up actions can update contact columns or append the contact’s number, with or without an expiration date, to the campaign’s first designated do not contact (DNC) list.

When	Test to see if	Comparator	Value	Perform action if condition	Action
After a call is disconnected	Contact List Column, Phone Number, or Phone Type (Home, Cell, and so on), or Wrap-up code, or Time and Date	begins with, contains, ends with, is, or equals	my value	is met (Invert Condition = No) or is not met (Invert Condition = Yes) An inverted condition performs an action when the condition is not met.	Append DNC number, or Update a contact list column
Set Rule Category to Wrap-up	Set Rule Condition to one of the above	Select a comparison operator	Type or select a value	(Optional) Use the toggle to invert the condition.	Select an Action Type

When

Test to see if

Comparator

Value

Perform action if condition

Action

After a call is disconnected

Contact List Column,
Phone Number, or

Phone Type (Home, Cell, and so on), or

Wrap-up code, or Time and Date

begins with, contains, ends with, is, or equals

my value

is met (Invert Condition = No)

is not met (Invert Condition = Yes)

An inverted condition performs an action when the condition is not met.

Append DNC number, or

Update a contact list column

Set Rule Category to Wrap-up

Set Rule Condition to one of the above

Select a comparison operator

Type or select a value

(Optional) Use the toggle to invert the condition.

Select an Action Type

Notes:

The inversion of the condition causes the rule to evaluate True for any evaluation that does not match the condition. This includes situations where there is no call analysis performed, for example, in situations where a call is not placed.
For non-preview calls, the wrap-up rules are run for all wrap-up codes except the following:
- ININ-OUTBOUND-STUCK-INTERACTION
- ININ-OUTBOUND-CAMPAIGN-FORCED-OFF
- OUTBOUND-INVALID-AGENT
For preview calls, the wrap-up rules are run for all wrap-up codes except the following:
- ININ-OUTBOUND-INTERNAL-ERROR-SKIPPED
- ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED
- ININ-OUTBOUND-DNC-SKIPPED
- ININ-OUTBOUND-ZONE-BLOCKED-SKIPPED
- ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED
- ININ-OUTBOUND-CONTACT-ATTEMPT-LIMIT-SKIPPED
- ININ-OUTBOUND-NUMBER-ATTEMPT-LIMIT-SKIPPED
- ININ-OUTBOUND-STUCK-INTERACTION
- ININ-OUTBOUND-CAMPAIGN-FORCED-OFF
- OUTBOUND-INVALID-AGENT

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When	Test to see if	Comparator	Value	Perform action if condition	Action
After a call is disconnected	Contact List Column, Phone Number, or Phone Type (Home, Cell, and so on), or Wrap-up code, or Time and Date	begins with, contains, ends with, is, or equals	my value	is met (Invert Condition = No) or is not met (Invert Condition = Yes) An inverted condition performs an action when the condition is not met.	Append DNC number, or Update a contact list column
Set Rule Category to Wrap-up	Set Rule Condition to one of the above	Select a comparison operator	Type or select a value	(Optional) Use the toggle to invert the condition.	Select an Action Type

When

Test to see if

Comparator

Value

Perform action if condition

Action

After a call is disconnected

Contact List Column,
Phone Number, or

Phone Type (Home, Cell, and so on), or

Wrap-up code, or Time and Date

begins with, contains, ends with, is, or equals

my value

is met (Invert Condition = No)

is not met (Invert Condition = Yes)

An inverted condition performs an action when the condition is not met.

Append DNC number, or

Update a contact list column

Set Rule Category to Wrap-up

Set Rule Condition to one of the above

Select a comparison operator

Type or select a value

(Optional) Use the toggle to invert the condition.

Select an Action Type

Wrap-up rules

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Wrap-up rules

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