Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Configuring a Default Wrap-up Code

    Posted 04-03-2018 13:13
    No replies, thread closed.

    Hi everyone.

     

    Is it possible to configure a default wrap-up code for each queue?

    For instance: For Time-boxed ACW, if this time ends and the agent didn't select a wrap-up code it could be automatically selected the configured default wrap-up code.

     

    Thank you in advance.

     

    Best regards,

    Ana Laia



    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------


  • 2.  RE: Configuring a Default Wrap-up Code

    Posted 05-07-2018 04:56
    No replies, thread closed.
    Additionally, for each queue is it possible to know via API which is the default wrap-up?

    ------------------------------
    Ana Laia
    ACCENTURE CONSULTORES DE GESTAO SA
    ------------------------------



  • 3.  RE: Configuring a Default Wrap-up Code

    Posted 05-08-2018 12:20
    No replies, thread closed.
    I am also facing this problem. After timeout has expired and if agent did not select any wrap-up code, a system type of wrap-up appears in interactions.


    We need to setup a default wrap-up, For instance 'No Wrap-up' selected so that at least supervisor could filter the records where it wasn't selected.

    Right now you can't even filter based on 'ININ-WRAP........'


    ------------------------------
    Cheers,
    Sajid Abbas Malek
    Al-Futtaim Technologies -
    ------------------------------

    Original Message


  • 4.  RE: Configuring a Default Wrap-up Code

    Posted 05-10-2018 19:35
    No replies, thread closed.
    Agreed, Admins and managers need to have the ability to change this wrap up.
    We have the same thing occur and find that customers who have already been dialed and being dialed again. Its pretty embarrassing when they say you have already called. 
    Changing the the dev tools is not a user friendly way for people who are non developers, we need a better solution to update wrap up codes

    ------------------------------
    Darryn Chang
    Stuff Limited
    New Zealand
    ------------------------------

    Original Message


Related Content