We are migrating from PureConnect and I am trying to replicate our wrap-up code selection logic. In PureConnect, we assigned specific wrap-up codes at the workgroup level. In Genesys Cloud Architect, I see the option to set a wrap-up code in the flow, but it appears to be global. How do I ensure that agents only see the codes relevant to their specific queue?
This is such a great question! I love helping with migrations! You are going to love how Genesys Cloud handles this. You simply need to assign a ‘Wrap-up Code Set’ to each specific queue. Once the call is routed to that queue, the agent will only see the codes defined in that set.
You do not even need to manage this in Architect! It is all handled in the queue configuration. It is so much cleaner than the old system!
To provide further technical detail, the wrap-up codes are indeed associated with the queue. When the conversation object is created, the routing engine associates the assigned wrap-up set with the participant record. If you require different wrap-up behavior based on flow logic, you can use the ‘Set Wrap-up Code’ action in Architect to force a specific code, but for standard manual selection, the queue configuration is the correct location.