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. In Architect, a wrap-up code expression assigns a specific code to a variable, which can then be used throughout the flow. Wrap-up codes are established and configured by the Genesys Cloud administrator.

This action is available from the Architect toolbox, located in the task editor.

Add a wrap-up code variable to a task sequence

In a task sequence, you can add a wrap-up code variable to an Update Data data action.

1. From the Toolbox, expand the Data category and drag an Update Data action to the desired location in the task.
2. On the Update Data design form, in the Name field add a meaningful name to describe the item.
3. Click next to U pdate Statements and select Wrapupcode.
4. In the Variable Name field, type the label to identify the variable on tasks.
5. In the Value To Assign field, complete one of the following steps:
   • To set the wrap-up code from literal mode, select the appropriate code from the drop-down list.
   • To set the wrap-up code using an expression, click the expression modes button and perform one of the following steps:
     • Add the expression inline.
     • Click the Large Expression Editor button.
6. (Optional) To add another Wrap-up Code variable, click next to U pdate Statements.