Configure wrap-up codes

AI-generated summary

Genesys Cloud allows administrators to configure wrap-up codes for queues to enhance reporting and data analysis. Users with appropriate permissions (Routing > Wrap-up Code: Add, Edit, Search, View, Delete and Routing > Queue: Edit) can assign existing wrap-up codes to queues through the Wrap-up Codes tab. The configuration process involves typing the wrap-up code name in the selection box, selecting the matching code from results, and clicking Add to assign it. Multiple codes can be added by repeating this process. Assigned codes can be searched using the filter-by-name function and removed individually as needed. Genesys recommends assigning divisional wrap-up codes to queues to improve the accuracy and relevance of queue reports containing wrap-up data. Users must have access to the division to which both their role and the queue belong to view and assign applicable wrap-up codes.

Series: Create queues

Previous suggested step: Configure wrap-up codes

PrerequisitesClick to expand

Note: If you have already created wrap-up codes, you can add them to your queue now. If you have not added wrap-up codes, see , and then add them to your queue.

For information on creating new wrap-up codes, see Wrap-up code administration.

Click the Wrap-up Codes tab.
In the Select new wrap-up codes box, begin typing the name of the code and then select the appropriate match from the results. You can see the wrap-up codes that are assigned to the divisions to which your role has access. The role must both belong to the division and have the necessary permissions outlined in the prerequisites section. Genesys recommends that you add wrap-up codes that are assigned to the division to which the queue belongs; this helps gain a better understanding of any reports that contain wrap-up code-related data.
Click Add .
To add additional wrap-up codes, repeat steps 2–3.
To search for an assigned wrap-up code, next to Filter by name, begin typing the first few letters of the wrap-up code and then select it from the list.
To remove a wrap-up code from the list, click Remove.

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Configure wrap-up codes

AI-generated summary

Series: Create queues

Previous suggested step: Configure wrap-up codes

PrerequisitesClick to expand

Note: If you have already created wrap-up codes, you can add them to your queue now. If you have not added wrap-up codes, see , and then add them to your queue.

For information on creating new wrap-up codes, see Wrap-up code administration.

Click the Wrap-up Codes tab.
In the Select new wrap-up codes box, begin typing the name of the code and then select the appropriate match from the results. You can see the wrap-up codes that are assigned to the divisions to which your role has access. The role must both belong to the division and have the necessary permissions outlined in the prerequisites section. Genesys recommends that you add wrap-up codes that are assigned to the division to which the queue belongs; this helps gain a better understanding of any reports that contain wrap-up code-related data.
Click Add .
To add additional wrap-up codes, repeat steps 2–3.
To search for an assigned wrap-up code, next to Filter by name, begin typing the first few letters of the wrap-up code and then select it from the list.
To remove a wrap-up code from the list, click Remove.

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Configure wrap-up codes

Series: Create queues

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Configure wrap-up codes

Series: Create queues

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