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Classify a call in addition to a wrap code - 1st call resolution

  • 1.  Classify a call in addition to a wrap code - 1st call resolution

    Posted 3 days ago
    Edited by ADAM SUGDEN 3 days ago

    Hi All,

    I have been tasked with finding a way to replicate a feature that existed on the old Avaya platform which is being replaced with Genesys Cloud. 

    Currently agents are able to select multiple wrap codes for a single call. This will be a wrap code to classify if a call was resolved first time and then a wrap code to classify the reason for the call.  I know multiple wrap code selection isn't a feature on Genesys so I wondered if anyone has any ideas that could be used?

    1st call resolution and wrap code classification are two key reports used by the business.

    One option which the business do not want is to double up on wrap codes with a set of wrap codes preceded with '1st Call' or '2nd Call' Res, e.g. 1st Call Resolution/Invoice Query. or 2nd Call Resolution/Invoice Query


    #Reporting/Analytics

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    Adam

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