Genesys Cloud - Main

Looking to see if someone is using wrap up codes for reporting purposes.

Scenario what we have is in our IVR we have plenty of Intents that caller can say as Reason for Call. But once the call routes to an agent - what should we configure or others have configured for agents to select as the wrap up code so that we can do better reporting? 

One solution we have in mind is Use Flow outcomes like - resolved, escalated, transferred, follow-up required. So that Speech topics tell us what was said on the call to help drive the quality process and any gap analysis, wrap up codes to show how the call ended and CRM notes to tell the full story. Is this a good option? 

Looking for other options/ideas for reporting. A

#PerformanceViews
#Unsure/Other

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That is an interesting question Suyog, I am interested to see how others have configured their wrap codes for reporting purposes and what creative ideas people have come up with

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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If you use Virtual Agent it will supply a Summary and a Wrap-up Code at the end of the IVR portion when (the Wrap-up codes need to be defined and have Descriptions added so the correct one can be chosen). You can then see the Virtual Agent-assigned wrap code (and the agent-assigned code if the conversation transferred to an agent) in the Performance views (like Interactions) and report on them:

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George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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