Genesys Cloud - Main

Hi everyone,

Quick question regarding the wrap up assignment for the outbound interaction. In the documentation, it says the system might assign a wrap up code or a agent will. But how do I truly know the outcome of the interaction if both are populated ( in the second screenshot ) 

-> For the top 2 interactions, the system skipped both as per the call rule. Then why CallRecordLastAgentWrapup is populated?

Can somebody explain what is the rule of thumb here? Who takes precedence? 

1. 

2. 

#Outbound

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

@Abdullah Aslam, 

It seems that the campaign that uses this contact list was recycled, and the contacts were dialed again. In the first campaign run, the contacts were marked by the agents with the Agent wrap-up code, while in the next campaign run, the outbound rule used in the campaign caused the records to be skipped. 

Thanks,

Hi everyone,

Quick question regarding the wrap up assignment for the outbound interaction. In the documentation, it says the system might assign a wrap up code or a agent will. But how do I truly know the outcome of the interaction if both are populated ( in the second screenshot ) 

-> For the top 2 interactions, the system skipped both as per the call rule. Then why CallRecordLastAgentWrapup is populated?

Can somebody explain what is the rule of thumb here? Who takes precedence? 

1. 

2. 

#Outbound

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Thank you @Tatjana Knezevic. Let me analyze it for today and see. 

One more thing, CallRecordLastResult–[Phone column] means "The system-generated or agent-assigned wrap-up code for the last call attempt. "

My understanding is that the last time a call attempt was made, recycled or anything, the wrap up result appear here. 

Secondly, CallRecordLastAgentWrapup–[Phone column] mean "The last wrap-up code that an agent assigned for this number."

My understanding is that whenever the contact was assigned wrap up by a agent, it appears here. It might be the last attempt, second last or any attempt in which a agent was involved and he assigned the wrap up. 

Could you please share your thoughts on my understanding. 

@Abdullah Aslam, 

It seems that the campaign that uses this contact list was recycled, and the contacts were dialed again. In the first campaign run, the contacts were marked by the agents with the Agent wrap-up code, while in the next campaign run, the outbound rule used in the campaign caused the records to be skipped. 

Thanks,

Hi everyone,

Quick question regarding the wrap up assignment for the outbound interaction. In the documentation, it says the system might assign a wrap up code or a agent will. But how do I truly know the outcome of the interaction if both are populated ( in the second screenshot ) 

-> For the top 2 interactions, the system skipped both as per the call rule. Then why CallRecordLastAgentWrapup is populated?

Can somebody explain what is the rule of thumb here? Who takes precedence? 

1. 

2. 

#Outbound

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Anyone, I need help here please.

Thank you @Tatjana Knezevic. Let me analyze it for today and see. 

One more thing, CallRecordLastResult–[Phone column] means "The system-generated or agent-assigned wrap-up code for the last call attempt. "

My understanding is that the last time a call attempt was made, recycled or anything, the wrap up result appear here. 

Secondly, CallRecordLastAgentWrapup–[Phone column] mean "The last wrap-up code that an agent assigned for this number."

My understanding is that whenever the contact was assigned wrap up by a agent, it appears here. It might be the last attempt, second last or any attempt in which a agent was involved and he assigned the wrap up. 

Could you please share your thoughts on my understanding. 

@Abdullah Aslam, 

It seems that the campaign that uses this contact list was recycled, and the contacts were dialed again. In the first campaign run, the contacts were marked by the agents with the Agent wrap-up code, while in the next campaign run, the outbound rule used in the campaign caused the records to be skipped. 

Thanks,

Hi everyone,

Quick question regarding the wrap up assignment for the outbound interaction. In the documentation, it says the system might assign a wrap up code or a agent will. But how do I truly know the outcome of the interaction if both are populated ( in the second screenshot ) 

-> For the top 2 interactions, the system skipped both as per the call rule. Then why CallRecordLastAgentWrapup is populated?

Can somebody explain what is the rule of thumb here? Who takes precedence? 

1. 

2. 

#Outbound

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Hi everyone,

Quick question regarding the wrap up assignment for the outbound interaction. In the documentation, it says the system might assign a wrap up code or a agent will. But how do I truly know the outcome of the interaction if both are populated ( in the second screenshot ) 

-> For the top 2 interactions, the system skipped both as per the call rule. Then why CallRecordLastAgentWrapup is populated?

Can somebody explain what is the rule of thumb here? Who takes precedence? 

1. 

2. 

#Outbound

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------

Olá @Abdullah Aslam

Entendendo a sua dúvida, vale esclarecer que os dois campos representam origens diferentes de resultado, e por isso podem coexistir:

🧠 Por que você vê o wrap-up do agente mesmo quando o resultado final é "RULE-SKIPPED"?

Porque o CallRecordLastAgentWrapup registra a última vez em que um agente realmente falou com o contato e atribuiu um wrap-up.

Já o CallRecordLastResult registra o resultado da última tentativa da campanha, independentemente do histórico anterior.

Ou seja:

• O sistema pode ter decidido pular esse número na tentativa atual → RULE-SKIPPED (preenchido em CallRecordLastResult)

• Mas em uma chamada anterior, o agente já havia atendido e atribuído o wrap-up → CCT: Contacted: Answer Machine, por exemplo (preenchido em CallRecordLastAgentWrapup)

Isso explica o comportamento que você observou.

🎯 Regra prática de interpretação

1. Para saber o resultado da última tentativa da campanha:
   → use CallRecordLastResult

2. Para saber qual foi o último wrap-up atribuído por um agente, em qualquer tentativa anterior:
   → use CallRecordLastAgentWrapup

Eles não competem - apenas representam momentos diferentes no ciclo de discagem.

🔁 Sobre campanhas recicladas

Como mencionado anteriormente, se o contato foi reapresentado (recycled), o wrap-up atribuído na campanha anterior permanece, mas a nova tentativa pode resultar em RULE-SKIPPED, pois:

• A regra da campanha decidiu não discar novamente (ex: "não ligar para contatos com wrap-up X").

Portanto, é esperado que:

CallRecordLastResult = ININ-OUTBOUND-RULE-SKIPPEDCallRecordLastAgentWrapup = CCT: Contacted: Answer Machine

Ambos estão corretos - apenas se referem a momentos diferentes da vida daquele contato.

✅ Conclusão

• CallRecordLastResult = o que aconteceu na última tentativa

• CallRecordLastAgentWrapup = o que aconteceu na última vez que um agente falou com o contato

Se o objetivo é saber se o contato realmente foi atendido por um agente em algum momento, use o campo de wrap-up.
Se o objetivo é entender apenas a última tentativa, use o resultado da chamada.

Hi everyone,

Quick question regarding the wrap up assignment for the outbound interaction. In the documentation, it says the system might assign a wrap up code or a agent will. But how do I truly know the outcome of the interaction if both are populated ( in the second screenshot ) 

-> For the top 2 interactions, the system skipped both as per the call rule. Then why CallRecordLastAgentWrapup is populated?

Can somebody explain what is the rule of thumb here? Who takes precedence? 

1. 

2. 

#Outbound

------------------------------
Abdullah Aslam
Senior Software Delivery, Integration Specalist
------------------------------