Genesys Cloud - Main

Hello,

How do i make a wrap-up code inactive. i don't want to delete as this may cause an issue with reporting as codes are already in use, but I would like to make it inactive to reduce the list of wrap-up code an agent can use.

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Savi Prabhu
Water NSW
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The only way that I'm aware of to remove a wrap-up code (WUC) from the list presented to an agent is to delete it from the WUC list assigned to the queue. Don't delete the WUC from the system, just the queue. That should allow all your reporting to continue without impact.

As always, test to confirm using a test WUC.

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Patrick Rada
Keypath Education LLC
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Duh!! yeah you are right. Was a dumb question. thanks heaps for your help :)

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Savi Prabhu
Water NSW
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Original Message:
Sent: 04-04-2018 14:28
From: Patrick Rada
Subject: Wrapup Codes Inactive

The only way that I'm aware of to remove a wrap-up code (WUC) from the list presented to an agent is to delete it from the WUC list assigned to the queue. Don't delete the WUC from the system, just the queue. That should allow all your reporting to continue without impact.

As always, test to confirm using a test WUC.

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Patrick Rada
Keypath Education LLC
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