Genesys Cloud - Main

 View Only

Discussion Thread View

  • 1.  Multi level wrap up code

    Posted 25 days ago

    Hi All, Does Genesys cloud has the capability to create multi level wrap up notes?


    #General

    ------------------------------
    Saurav Kumar
    ------------------------------


  • 2.  RE: Multi level wrap up code

    Posted 25 days ago

    wrap up code***



    ------------------------------
    Saurav Kumar
    ------------------------------

    Original Message


  • 3.  RE: Multi level wrap up code

    Posted 21 days ago

    Hi Saurav, 

    I moved this thread to the Genesys Cloud Main community, where you're more likely to get your answers there. 



    ------------------------------
    Nicole Milliken
    Senior Online Community Video Specialist
    ------------------------------

    Original Message


  • 4.  RE: Multi level wrap up code
    Best Answer

    Posted 21 days ago

    Hello Saurav,

    I'm not sure what you mean by multi-level wrap up codes. You can categorize them by name (Such as Billing: Inquiry, Billing: Follow-up, etc.) and assign them to specific queues. 

    You can read more about how our wrap up codes work in the following Resource Center article.

    https://help.mypurecloud.com/articles/about-wrap-up-codes/



    ------------------------------
    Jason Kleitz
    Online Community Manager/Moderator
    ------------------------------

    Original Message


  • 5.  RE: Multi level wrap up code

    Posted 21 days ago

    Hey Saurav,

    Do you mean like the Wrap-Up Categories and Codes in PureConnect? (Or, if you want REAL vintage, Reason and Finish Codes in Dialer pre 4.0.) If so, take a look at this idea on aha! https://genesyscloud.ideas.aha.io/ideas/INB-I-754.

    Is that what you are after?



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


  • 6.  RE: Multi level wrap up code

    Posted 21 days ago
    Edited by George Ganahl 21 days ago

    Now, Paul...I'm sure he meant what I said...

    :-P

    (Though, what you said sounds more reasonable)

    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


  • 7.  RE: Multi level wrap up code

    Posted 17 days ago

    😂



    ------------------------------
    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
    ------------------------------

    Original Message


  • 8.  RE: Multi level wrap up code

    Posted 21 days ago

    Kind of. 

    You can add a wrap-up code in an Architect flow, which is one. Then an agent can add one after a Transfer, which is two. Then the final agent can add one, three...

    I don't remember offhand how many total are possible, but there are two columns to look at in the Interactions view, Wrap-up (which shows all assigned during the life of the conversation) and Last Wrap-Up (which just shows the last one assigned).

    Is that what you are asking about?



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources