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Why do we use wrap-up code mapping in Outbound?

  • 1.  Why do we use wrap-up code mapping in Outbound?

    Posted 10-18-2023 03:07

    In Outbound campaigns: what happens if the contact number is wrong? How efficient would it be if Agents would only select a wrap-up code and in the background, the dialer decides by a mapped classification how to go on with this contact? The solution: Map to a different wrap-up code like "Bad number" to different classifications like "number wrong" or "contact uncallable". If a dialed number is invalid (out of service, for example), the agent assigns the "Bad Number" wrap-up. In this case, the wrap-up mapping prevents that number from being dialed again. If the contact record contains extra contact columns, the additional contacts are dialed.

     Interested in learning more? Sign up for one of our Genesys Cloud CX Outbound classes.


    Marcus Schweiger
    Genesys - Employees

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