To increase the accuracy and surfacing of wrap-up codes with Genesys Agent Copilot, Genesys recommends the following:

• Include the call reason and resolution. Be sure that each wrap up code clearly reflects both:
  • Reason: Why the customer made contact. 
  • Resolution: What was the solution. 
• Keep descriptions clear and concise.
  • Use 7 to 10 words per description.
  • Avoid being overly detailed or too vague.
• Use consistent construction. Adhere to a similar format for all codes.
• Review and update wrap-up codes periodically:
  • Remove unused or outdated wrap-up codes.
  • Add new wrap-up codes based on evolving customer issues and solutions.

Examples

Good reason and resolution:

• Issue with billing, credit card updated.
• Login issue, password reset.

Too short:

• Billing

Too long and overly specific:

• Customer had an issue with billing that we resolved by updating their credit card details on file.

For more information about wrap-up codes, see Wrap-up code administration.