Create and define wrap-up codes, and then add them during queue configuration.

• Wrap-up code administration
• Set up wrap-up codes
• Create and configure queues
• About contact center
• What are the best practices to increase the accuracy and surfacing of wrap-up codes with Genesys Agent Copilot?

Agents specify wrap-up codes to indicate the purpose or outcome of an interaction. For example, an agent can indicate a completed sale, a customer dissatisfied with service, or a billing problem.

• Specify wrap-up codes
• Complete after-call work (ACW)
• About agent interactions

Configure outbound dialing to flag a single number or an entire contact as uncallable based on the wrap-up code assigned after an interaction.

• Set wrap-up code mappings for outbound dialing
• Wrap-up codes assigned by outbound dialing
• Wrap-up rules
• Wrap up calls from the campaign details view
• About outbound dialing

Dynamic views display historical and real-time metrics for the contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management. Use reports to see past metrics and data about the contact center. 

• Agents Wrap-Up Detail view
• Agents Wrap-Up Interval Detail view
• Wrap-Up Performance view
• Queues Wrap-up detail view
• About reports, dashboards, and views

In Architect, a wrap-up code expression assigns a specific code to a variable, which can then be used throughout the flow. Genesys Cloud administrator establishes and configures wrap-up codes. 

• Wrap-up code action
• Add a Set Wrap-up Code action to a task
• Retrieve the conversation summary and wrap-up code that Virtual Agent generated for a bot interaction
• Update Data action
• Add a wrap-up code variable
• Configure after contact settings for Virtual Agent
• About Architect

Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk support wrap-up codes to indicate the outcome of an interaction. 

• Wrap up an interaction
• About the Genesys Cloud browser extensions
• About Genesys Cloud for Salesforce
• About Genesys Cloud for Zendesk