Wrap-up code administration

AI-generated summary

Genesys Cloud provides a comprehensive wrap-up code administration system that enables organizations to create, manage, and assign unlimited customizable codes for tracking interaction outcomes across contact center operations. Wrap-up codes capture interaction details such as completed sales, customer dissatisfaction, or billing issues, with each code supporting up to and requiring a unique name. Administrative access to wrap-up codes is managed through the Admin interface under Contact Center > Wrap-Up Codes or via Menu > Digital and Telephony > Interaction Assets > Wrap-up Codes. Users with appropriate permissions (Routing > Wrap-up Code > Add, Edit, Search, View, Delete and Routing > Queue > Edit) can add, edit, search, and delete codes. The system operates on a division-aware architecture, with access restricted to codes assigned to divisions accessible by the user's role. When editing codes, administrators can modify the code name and division assignment, with options to remove codes from queues or delete them entirely. Wrap-up codes are assigned to queues through Menu > User Management > Queues by selecting a queue and editing its Wrap-up Codes area. Administrators should ensure that queue-specific code assignments share the same division as their associated queues to maintain accurate reporting and data interpretation. Historical reporting integrity is preserved during code modifications, with data associated with deleted codes remaining in existing reports and analytics queries. Genesys Cloud integrates wrap-up codes with Agent Copilot to deliver intelligent code suggestions based on interaction details. This functionality requires detailed naming conventions and descriptions that capture interaction intention and resolution outcomes. For optimal performance, descriptions should include specific interaction details such as customer intent and resolution results. Best practices for wrap-up code administration include using clear, descriptive names, avoiding code redundancy, ensuring queue-specific code assignments match their associated queue divisions, and creating distinct codes with unique terminology to reduce lookup time and improve operational efficiency. Genesys recommends avoiding duplicate or similar wrap-up codes and provides community support resources and feedback mechanisms for users requiring additional assistance

PrerequisitesClick to expand

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.

Notes:

Genesys Cloud does not limit the number of wrap-up codes you can assign to a queue.
You cannot create a duplicate wrap-up code name. Each wrap-up code name must be unique.

Add a wrap-up codeClick to expand

Wrap-up codes are division aware and belong either to a specific division or to the All division. By default, all wrap-up codes that are not specifically tagged to a division, belong to the All division.

Click Menu > Digital and Telephony > Interactions Assets > Wrap-Up Codes.
Click Add Wrap-up Code. The Add Wrap-up Code dialog box opens.
In the Name box, enter a unique wrap-up code name. The length of a wrap-up code must not exceed 256 characters.
In the Description box, enter a description of the wrap-up code
Note: To optimize the wrap-up code suggestion by , include the intention and resolution of the interaction in the name and description of the wrap-up code. For example, in the scenario of a customer calling to report a lost debit card and the agent resolving the issue by raising a request for a new debit card, the Agent Copilot selects the correct wrap up code only when the name and description contain information on loss of debit card and issuance of a replacement card. For the wrap-up code to be chosen, set the name as 'Lost debit card replacement' and the description as 'Wrap-up code to be selected when a new debit card is issued in place of a lost card'.
Enter the division to which it belongs. You can view the divisions to which you have the necessary permissions to access.
Click Save.
Note: To reduce the time required to look up the wrap-up codes later, Genesys recommends that you do not create wrap-up codes that are similar to the ones existing. Try adding new words as you create new codes.

Edit a wrap-up codeClick to expand

Delete a wrap-up codeClick to expand

Note: Information stored against a deleted wrap-up code remains on existing reports that previously included the deleted wrap-up code. Analytics perform queries for both active and inactive wrap-up codes.

Click Admin.
Under Contact Center, click Wrap-Up Codes.
Optionally search for the applicable wrap-up code.
Next to the wrap-up code you want to modify, click the arrow at the end of the Edit drop-down list and select Delete.
In the Are you sure? dialog box, click OK.

Add a wrap-up code to a queueClick to expand

Click Menu > User Management > Queues. To search for a particular queue, in the search text box begin typing the name of the queue and then select the appropriate queue from the queue list.
In the queue's Name area, clickEdit Queue. The queue configuration opens to the Settings tab.
In the Wrap-up Codes area, click edit.
To add a new wrap-up code, begin typing the code in the blank text box at the bottom of the Wrap-up Codes area and then select the appropriate matches 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.
Note: The search results may not return all of the existing wrap-up codes. As a workaround, Genesys recommends that you add a few wrap-up codes to the queue (and later delete them) until the exact wrap-up code is available for you to select.
To remove a wrap-up code, click the corresponding x next to the wrap-up code and then click Save.
Click Done editing.

Note: For information on how to assign a wrap-up code to a new queue, see .

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Wrap-up code administration

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