Genesys Cloud - Main

is there a way to select and save a wrap up code before the call has been finished?

the idea is when agent receive the call, they can select a wrap up code meanwhile they are in a conversation, then hang up the call.

Hi Santiago Montoya,

When the interaction is in progress, the agent can at any time trigger the wrap-up code tab and choose. However, when the interaction ends, the window will still open for update. Via Architect, it is also possible to define a wrap-up code depending on the client's navigation, using the Set Wrapup Code action.

https://help.genesys.cloud/articles/set-wrapup-code-action-2/
https://help.genesys.cloud/articles/wrap-up-an-interaction/

I hope this helps! 😊

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Edgar Dreger
Senior Genesys Analyst
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Hey @Santiago Montoya

Here, we have a specific customer for whom we set the wrap-up code in the Architect flow and configured the queue for Mandatory time-boxed ACW with a 1-second timeout. This way, we could preset the code.

but this solution is if I will going to hardcoding an  wrap up code  that comes to an specific queue, right ?

Not really necessary. If you set the wrap up and disconnect on the flow, for example, you will have the code for interaction. 

Here is a short example: