Genesys Cloud - Main

Good day.

We currently have an ongoing deployment and received a question regarding the system-generated wrap-up code. Specifically, the wrap-up code "ININ-WRAP-UP-TIMEOUT" that is automatically applied by the system.

We would like to ask if it is possible to modify or change this system-generated wrap-up code, or configure a different code when the wrap-up time expires.

If this is configurable, could you please share any documentation or guidance on how this can be implemented in Genesys?

Thank you in advance for your help.

Unfortunately, it's not possible to change it, and Genesys has already stated that it will not be implemented.

https://genesyscloud.ideas.aha.io/ideas/INB-I-1284

My suggestion is to create a trigger that will be activated when the "ININ-WRAP-UP-TIMEOUT" wrapup is present. In your workflow, you can change it via API to the wrapup that the client wants.

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Thank you Kaio 😀