Genesys Cloud - Main

Hello Genesys Community,

We recently encountered an issue involving wrap-up code assignment following a call transfer between departments. Here's a summary of the situation:

• A call was initially routed to Department A.
• It was then transferred to an agent in Department B.
• After the call ended, the agent in Department B was presented with wrap-up codes for Department A, rather than the correct codes for Department B.

It appears the wrap-up context did not update correctly after the transfer. Has anyone else experienced this behavior? Could this be related to queue configuration, transfer routing, or agent permissions?

Any insights or suggestions would be greatly appreciated!

Thanks in advance.

#Omni-ChannelDesktop/UserInterface
#PlatformAdministration
#Routing(ACD/IVR)
#SystemAdministration
#Unsure/Other

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Dietrich Van Horn
Contact Center Administrator
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Hi Dietrich,

If you are transferring the call directly to the agent, then the interaction would still keep the original queue context and wrap codes.  You would need to transfer the interaction to a queue in Department B to pick up the wrap codes for that queue

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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