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  • 1.  wrap-up codes with conditions

    Posted 7 days ago

    hello,

    Is it possible to require an agent to schedule a callback for certain wrap-up codes? In other words, for specific wrap-up codes, the agent should not be able to close the interaction without scheduling a callback.

    Thanks


    #Routing(ACD/IVR)
    #Telephony
    #Unsure/Other

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    Rihab
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  • 2.  RE: wrap-up codes with conditions

    Posted 7 days ago

    Hi,

    You can't force the agent to schedule one, but you could have a Trigger that automatically schedules a callback when a specific Wrap-Up code is used.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------

    Original Message


  • 3.  RE: wrap-up codes with conditions

    Posted 7 days ago

    Hi Rihab.

    There isn't an out of the box solution for this that I can think of.  Maybe others in the community can provide details if they have implemented this or ideas on how it could be done.



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

    Original Message


  • 4.  RE: wrap-up codes with conditions
    Best Answer

    Posted 7 days ago

    Natively, Genesys Cloud does not prevent an agent from closing the interaction without scheduling a callback based on specific wrap-ups; this is only possible through customization (scripts + API) or through automation using Call Rules, especially in outbound.

    What exists today are separate components:

    Mandatory Wrap-up / ACW
    You can require the agent to provide a wrap-up and/or enter After Call Work, but this is not tied to requiring a callback to be scheduled.

    Callback scheduling via script / UI
    You can allow the agent to schedule callbacks via:

    • A script using the Schedule Callback action (up to 30 days, etc.)

    • The Schedule callback button in the UI during the interaction.

    Automatic callbacks via rules (outbound)
    In outbound, you can create Call Rules that, based on wrap-up codes, automatically schedule callbacks (without relying on the agent's action).

    How to get "close" to what you want (workarounds)

    Below are some possible approaches, combining Cloud resources with custom development:

    Script "locked" by validation

    • Create a script where the agent must select the wrap-up in a script field.

    • If the wrap-up value ∈ {list of wrap-ups that require a callback}, the script:

      • Displays the Schedule Callback fields (date/time/phone).

      • Only enables the End or Save button if the callback has been successfully scheduled (e.g., calling the /api/v2/conversations/callbacks API).

    • In practice, the "blocking" is implemented by the script, not by the native wrap-up engine.

    Outbound: automatic callback via Call Rule

    For outbound campaigns, instead of the agent deciding, you can:

    • Define specific wrap-ups (e.g., "Customer Requested Callback").

    • Create a Call Rule with condition "Wrap-up = X" and action "Schedule Callback."

    • This way, it's not the agent who is required to schedule it; the system automatically schedules a callback whenever that wrap-up is used.

    Governance + monitoring

    • Create "callback mandatory" wrap-ups.

    • Run reports/exports of interactions using those wrap-ups without an associated callback, for internal control and follow-up (not technical, but process governance).



    ------------------------------
    David Betoni
    Principal PS Consultant
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    Original Message


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