Wrap-up code administration
Prerequisites
- Routing > Wrap-up Code > Add, Edit, Search, View, Delete
- Routing > Queue > Edit permissions
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.
- Genesys Cloud does not limit the number of wrap-up codes you can create in an organization.
- 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.
- Click Admin.
- Under Contact Center, click Wrap-Up Codes.
- Click Create Wrap-up Code. The Add Wrap-up Code dialog box opens.
- In the Name box, enter a unique wrap-up code name.
- Click Save.
- 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 Edit.
- Edit the wrap-up code name as necessary.
- Click Save.
- 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.
- Click Admin.
- Under Contact Center, click Queues. The Manage Queues page opens.
- 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, click Edit 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. 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.