Reporting Conflict: Linking Wrap-Up Codes to Specific Outbound Campaigns in Shared Queues

Architect & Flows
1

I’m managing five different outbound campaigns (Predictive and Preview) that all feed into a single ‘Sales’ queue. Agents use the same set of wrap-up codes for all calls.

I need to run a report that shows the distribution of wrap-up codes per campaign. However, when I pull the ‘Wrap-Up Performance’ view, I can only filter by Queue, not by Campaign ID. If I use the ‘Campaign Performance’ view, I get the number of calls, but not the specific wrap-up codes assigned by the agents.

Is there a way to join these two dimensions in a single view without having to build a custom dashboard using the Analytics API?

2

Coming from NICE CXone, this was a major transition for me. In CXone, dispositions were tied to the Skill (Campaign). In Genesys Cloud, Wrap-Up codes are tied to the Queue.

If you want to see them per campaign in the UI, you should use the ‘Interactions’ view and add the ‘Campaign’ column. You can then filter by your Campaign ID and see the wrap-up codes for each interaction. For an aggregate view, you can export that filtered list to Excel and pivot. It’s not a ‘Live’ dashboard, but it’s the quickest way without code.

3

As a WFM analyst at a large BPO, we deal with this daily. We actually resolved it by using ‘Participant Data’. In the Architect flow (or the script for outbound), we capture the Outbound.CampaignId and save it as a Participant Attribute.

Then, in the Analytics Dynamic View, we can group by that specific participant attribute. This allows us to see exactly which campaign drove which wrap-up code directly in the Performance dashboards. It takes about 10 minutes to set up the ‘Set Participant Data’ block in your scripts.

4

Nat here from the reporting side! If you have the permissions, the ‘Analytics Query Builder’ in the Developer Center is your best friend. You can run a ‘Conversation Detail’ query, filter by your campaignId, and then look at the wrapUpCode field in the agent segment.

I’ve used this to build a Power BI dashboard that updates every hour. It’s much more flexible than the built-in views if you’re trying to correlate outbound-specific data like campaign names with agent-level outcomes.