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The following interaction types support manual wrap-up codes within the Unified Experience from Genesys integration:
For more information, see Set up Genesys Cloud digital messaging in Unified Experience.
Agents specify a wrap-up code that indicates the outcome of an interaction after they complete it. When a voice call or digital messaging interaction ends, the wrap-up module opens automatically in ServiceNow’s configurable agent workspace. The agent selects the wrap-up code and enters the relevant notes associated with the interaction.
When you integrate Genesys Cloud with ServiceNow for voice call and digital messaging interactions, the interaction routes from Genesys Cloud to the appropriate agent or queue in ServiceNow. The interaction information appears within the ServiceNow agent workspace. Along with this information, the wrap-up codes from Genesys Cloud assigned at the queue level are also available to the agent in the ServiceNow’s corresponding queue. When an agent completes the interaction and ends the call, or disconnects from a digital messaging interaction, the wrap-up module automatically opens, and displays the wrap-up codes fetched from the corresponding Genesys Cloud queue in the wrap up code list.
For email interactions, ServiceNow manages the wrap-up. The wrap-up dialog displays the wrap-up codes configured in ServiceNow, and those codes must match the wrap-up codes configured for the Genesys Cloud queue for the wrap-up to be submitted successfully. Administrator must manually sync the wrap-up codes between ServiceNow and Genesys Cloud.
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As an administrator, you must configure both the wrap-up codes and queues in Genesys Cloud. With the Unified Experience from Genesys integration setup in ServiceNow, create queues in ServiceNow that map back to Genesys Cloud to facilitate the external routing. The wrap-up codes from a Genesys Cloud queue are fetched and presented to the agent of the corresponding queue in ServiceNow. For more information, see Wrap-up code administration.
The after call work settings defined for a Genesys Cloud queue are applied automatically to the wrap-up module in ServiceNow for both voice and digital messaging interactions.
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Configure and enable interaction wrap-up codes in ServiceNow. Refer to the following docs for configuring wrap-up code in ServiceNow:
Match the wrap-up codes between ServiceNow and Genesys Cloud for the wrap-up code submission to be successful.
The following table explains how each Genesys Cloud after call work setting maps to the corresponding configuration in the ServiceNow wrap up module. For email interactions, the ServiceNow wrap-up configuration must match these settings.
| After Call Work settings in Genesys Cloud | How it works in Genesys Cloud | How it works in ServiceNow |
|---|---|---|
| Optional | This option allows agents to opt out of selecting a wrap-up code after a call. | The wrap-up module requires the agent to select a wrap-up code before closing the module. To opt out, the agent must select the ININ-WRAP-UP-SKIPPED code and click Submit & Close. |
| Mandatory, Discretionary | This option enables agents to choose how long to remain in wrap-up status. | It follows a similar approach to Genesys Cloud and allows the agent to remain in the wrap-up module as long as needed before manually ending the interaction. For email interactions, the agent who closes the interaction remains in wrap-up until they submit a wrap-up code. For agents who transfer the interaction, Genesys Cloud ends wrap-up automatically and submits a system wrap-up code. |
| Mandatory, Time-boxed | This option sets the maximum amount of time that agents remain in the wrap-up state to complete after call work. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified. | It follows a similar approach to Genesys Cloud. The wrap-up module displays the countdown timer for the agent to complete the wrap-up. If the timer expires and agent did not select any code, then the default ININ-WRAP-UP-TIMEOUT wrap-up code is submitted and the call is closed. |
| Mandatory, Time-boxed no early exit | This option prevents agents from setting themselves back to available if they complete after call work early. They remain in ACW status and automatically return to available status at the end of the time-out period. | It follows a similar approach to Genesys Cloud except that ServiceNow does not stop the agent from submitting the wrap-up module. When the agent submits and closes the wrap-up module early, the following message is displayed:
The interaction is active until the timer completes. The agent is not routed any interactions until the timer completes at the background. |
| Agent Requested | This option requires that agents make a specific request for after call work before they disconnect the interaction. | Agents can request after call work before the call disconnects by clicking Open Wrap-Up in the call controls. The icon is available only when the interaction is active. After the agent clicks Open Wrap-Up, the interaction transitions into wrap-up status; the wrap-up module then opens with the queue’s wrap-up codes.
Note: Agent requested is not supported for email interactions. |
For more information, see Create and configure queues.
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