What is the function of wrap-up codes in Genesys Cloud CX?

Wrap-up codes in Genesys Cloud CX serve as a way for agents to categorize the outcome of a call or interaction after it has been completed. These codes help in providing insights into what occurred during the call, allowing for better analysis of customer interactions. By indicating the call outcome, wrap-up codes facilitate reporting and tracking of various metrics, such as reasons for call resolution or follow-up actions needed, which can inform future training, operational adjustments, and customer service strategies.

This functionality directly supports improvements in customer experience and operational efficiency, as it allows organizations to identify recurring issues or prevalent outcomes that may require further attention. Additionally, the detailed data captured through these codes contributes to performance management, providing valuable feedback for both agents and management teams to enhance service quality and agent performance over time.