Genesys Cloud (formerly PureCloud)

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Set Wrap up code in script

  • 1.  Set Wrap up code in script

    Posted 06-01-2020 11:59
    Hi,

    We are making use of the same queue for inbound and outbound. Since Wrap up codes are set on the queue and there is a requirement to have different list of wrap up codes for inbound and outbound call. We were hoping there is a way to customize this experience for agent using a script.

    Is this supported by Genesys for PureCloud ?

    Thanks,
    Shwetha
    #Routing(ACD/IVR)

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    Shwetha Ravichandran
    Pulse Services Inc.
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  • 2.  RE: Set Wrap up code in script

    Top 25 Contributor
    Posted 06-01-2020 12:31
    I would make different queues for inbound and outbound and use different wrap-up codes for each.  Alternatively are 2 different scripts that will display buttons for assigning the wrap-up and disconnecting the call and then not give the agent a chance to assign in the wrap-up tab.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Set Wrap up code in script

    Top 25 Contributor
    Posted 02-26-2021 01:25
    hi there,
    please advise if the below is current possible and how to configure this o a script

    Alternatively are 2 different scripts that will display buttons for assigning the wrap-up and disconnecting the call and then not give the agent a chance to assign in the wrap-up tab.

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    Reginald Sheraton
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  • 4.  RE: Set Wrap up code in script

    Posted 03-02-2021 10:44
    Hello!

    Actually, I'm currently working on a solution like this.

    At this point, I'm pushing results of what users choses in a script to UUI data, which can be retrieved with API call, but I'm facing an issue of using it for reporting purposes (it's only visible when you query for call details by conversation ID - one by one :-(  ). I've seen someone saying somewhere on this forum, that they do update wrap up code based on some actions in CRM tool - so think that's going to be my goal - gather what I need in a script and than overwrite wrap up code with API.​

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    Piotr Danielewski
    Ernst & Young Global Services Limited
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