Becky, if a wrap-up is assigned to a division and that queue is in that division, but the agent is in another, will they be able to choose the wrap-up code? Does the queue have to be in the same division to assign wrap-up codes?
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 12-11-2023 14:52
From: Becky Powell
Subject: Divisibility for wrap-up codes: what this release means for YOU
Hello Genesys Community!
Division-awareness for wrap-up codes will release later this week. I've had several customer reach out directly to ask if they need to prepare for any changes or disruptions upon release.
The answer: there will be no impact to existing customers and no requirement to prepare for this new feature.
- On release day, all wrap-up codes that exist in customer environments will be assigned to "all divisions" (AKA wild-carded.) This will ensure that users who had access to a certain wrap-up code on Tuesday will still have access on Wednesday and will only lose access if the customer assigns the wrap-up code to a division that the users does not have rights to.
- This also means that any wrap-up code that is currently associated with a queue will continue to be associated with that queue, unless and until a customer assigns the wrap-up code to a different division.
Cheers!
#Implementation
#PlatformAdministration
#Roadmap/NewFeatures
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Becky Powell
Director, Product Management
Genesys - Employees
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