Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Mandatory Wrap-up Code Usage

    Posted 06-13-2022 16:33
    No replies, thread closed.
    Hello All,

    Since we went live, our contact center was not tracking\measuring wrap up code usage. However, recently we have begun measuring agent wrap up code usage. Since the agents had developed the bad habit of not selecting one or letting it time out, they are now being "dinged"  for not selecting one. The agents are asking for a "in your face" notification that they need to enter a code.

    Reviewed the community site and it does not seem that Genesys currently have this ability. Wanting to confirm this is correct.

    Thanks
    #ArchitectureandDesign
    #Reporting/Analytics
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Ben Marthin
    Vehicle Service Group, LLC
    Genesys Cloud Go Live: 7/2019
    ------------------------------


  • 2.  RE: Mandatory Wrap-up Code Usage

    Posted 06-13-2022 16:48
    No replies, thread closed.
    Hi Ben,

    If it is mandatory, then they have to select one before they can close the call, that is pretty in your face.

    The other option would be to create the wrap up codes in your agent script as buttons or drop downs, and on button click, call a DataAction to add the wrap up. Maybe add a massive banner to the agent script prompting the agent if that is needed.

    But really this comes down to training and coaching.

    ------------------------------
    Anton Vroon
    ------------------------------

    Original Message


Related Content