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Is there a feature in Genesys cloud to add multi level warp up code?

Hi Saurav,

No, there is currently no feature in Genesys Cloud to add multi-level wrap-up codes. However, there is an idea for this feature at Hierarchical Wrap-Up Codes and its status is "Upcoming Development," meaning this feature will likely be available in the future.

The latest admin response indicates that the goal is to provide a 2-level structure for both agent selection and administrative definition of wrap-up codes.  The implementation requires coordination between multiple teams to finalize the backend changes, which is the most time-consuming part of the process. So, while it's coming, it's not available yet and requires significant backend work.

Hello Saurav,

a workaround can be done using Agent script + Genesys API you may create a conditional wrap up in agent script 
Conditional Drop Down on Script - Genesys Cloud Applications / Scripts - Genesys Cloud Developer Forum
and use it as your wrap up code by making an update on the conversation using genesys api 
/api/v2/conversations/calls/${input.conversationId}/participants/${input.participantId}/communications/${input.communicationId}/wrapup


Ernest John C. Nuque