Genesys Cloud - Main

Hi,

Our client needs a wrap-up code assigned to all manual calls. We've instructed them to select a queue to make the manual call, and they've told us they waste time searching for the queue every time they want to make a manual call.

Taking into account that this wrap-up code must be sent to their CRM (they're using Dynamics and we use their APIs to transfer the information),

My question is, is there any other solution for this scenario?

Thanks you

#Omni-ChannelDesktop/UserInterface

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Ismael Venturi
Consultor Preventa
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Hi Ismael,

Wrap-up codes are tied up to the Queue being used so I don't think you can make manual calls without the Queue then still assign a wrap-up to that call.

Have you tried the "Prepopulate queue field with last used queue" on the Agent's control setting for Interactions? This will ease up outbound calling on behalf of queue by not needing the manual search of the queue name anymore every call.

Regards,
Jerold

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Jerold Paris
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Original Message:
Sent: 04-22-2025 18:47
From: Ismael Venturi
Subject: Assign wrap-up codes in manual call

Hi,

Our client needs a wrap-up code assigned to all manual calls. We've instructed them to select a queue to make the manual call, and they've told us they waste time searching for the queue every time they want to make a manual call.

Taking into account that this wrap-up code must be sent to their CRM (they're using Dynamics and we use their APIs to transfer the information),

My question is, is there any other solution for this scenario?

Thanks you

#Omni-ChannelDesktop/UserInterface

------------------------------
Ismael Venturi
Consultor Preventa
------------------------------