Series: Set up wrap-up codes

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.

1. Click Admin.
2. Under Contact Center, click Wrap-Up Codes.
3. Click Add Wrap-up Code. The Add Wrap-up Code dialog box opens.
4. In the Name box, enter a unique wrap-up code name. The length of a wrap-up code must not exceed 256 characters.
5. In the Description box, enter a description of the wrap-up code
   
   Note: To optimize the wrap-up code suggestion by Agent Copilot, 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'.
6. Enter the division to which it belongs. You can view the divisions to which you have the necessary permissions to access.
7. 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.