Genesys Cloud CX

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  • 1.  End a callback with wrap up

    Posted 07-06-2022 14:53
    Is there anyway to go straight to on-Queue after selecting wrap up code.  It appears you have to do a double step (wrap up, then hit end callback).  This seems like an unnecessary step in our situation.

    Clayton Curtis
    Enova Online Services, Inc.

  • 2.  RE: End a callback with wrap up

    Posted 07-29-2022 19:11
    You can train your agents to select the wrap-up before call ends and give a very short timer.  Alternatively, you can have them set using a script that can set is using API and disconnect the call in one click.  Here is the idea for your issue:  Finalizing the Wrap-up Code without | Genesys Cloud Ideas Portal (

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect