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  • 1.  Wrap-Up Code Mismatch After Interdepartmental Transfer

    Posted 08-07-2025 20:19

    Hello Genesys Community,

    We recently encountered an issue involving wrap-up code assignment following a call transfer between departments. Here's a summary of the situation:

    • A call was initially routed to Department A.
    • It was then transferred to an agent in Department B.
    • After the call ended, the agent in Department B was presented with wrap-up codes for Department A, rather than the correct codes for Department B.

    It appears the wrap-up context did not update correctly after the transfer. Has anyone else experienced this behavior? Could this be related to queue configuration, transfer routing, or agent permissions?

    Any insights or suggestions would be greatly appreciated!

    Thanks in advance.


    #Omni-ChannelDesktop/UserInterface
    #PlatformAdministration
    #Routing(ACD/IVR)
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Dietrich Van Horn
    Contact Center Administrator
    ------------------------------


  • 2.  RE: Wrap-Up Code Mismatch After Interdepartmental Transfer
    Best Answer

    Posted 08-11-2025 05:55

    Hi Dietrich,

    If you are transferring the call directly to the agent, then the interaction would still keep the original queue context and wrap codes.  You would need to transfer the interaction to a queue in Department B to pick up the wrap codes for that queue



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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