Genesys Cloud
Improved Wrap-up Panel UI

Announced on Effective date Aha! idea
2025-01-27 - -

In a future release, Genesys Cloud will enhance the Wrap-up Panel UI. The updated gadget version introduces several usability improvements aimed to improve usability, clarity, and accessibility, and to provide a more streamlined experience compared to the legacy Wrap-up Panel.

Key changes:
  • The magnifying glass icon now appears on the left of the search input for consistency with Spark design principles.
  • Wrap-up codes appear as a selectable list instead of hyperlinks, making selection clearer and more intuitive.
  • The footer height is reduced for a more compact design.
  • The Done and Save buttons are smaller and styled as standard buttons.
  • Long codes are truncated with an ellipsis, and tooltips are provided to display the full text when truncated.
  • Accessibility is improved by addressing contrast issues in the header and footer, enhancing readability.
  • In optional mode, the Done button is disabled when no wrap-up is selected after the conversation ends.
  • In mandatory time-boxed mode, the Save button replaces the Done button, and conversations close automatically when the timer reaches zero.
  • The wrap-up duration counter appears in red for better visibility and urgency, and counts down in mandatory modes to highlight the time that remains to complete wrap-up tasks.