Our agents are transferring chats from our Genesys DX (Bold360) bot into a live queue, but the wrap-up codes don’t appear when the chat ends.
We need the agents to categorize the chatbot handoffs, but the dropdown menu is just blank. What causes this?
I verified this behavior during our testing phase at 09:00:00 JST yesterday.
The issue is that the Wrap-up Code must be assigned to the specific Queue under Admin > Routing > Queues. If the wrap-up code is only created globally in the Admin menu, it will not appear for the agents. You must explicitly link the code to the target queue.