Wrap up calls from the campaign details view

AI-generated summary

Genesys Cloud provides the ability to wrap up unfinished outbound calls from the campaign details view. Users with the Outbound Admin role or Conversation permissions can disconnect and assign wrap-up codes to outstanding interactions. This helps resolve calls where an agent logged out with a preview call or did not assign a wrap-up code originally. Completing these unfinished interactions allows campaigns to stop or recycle properly. The campaign details Interactions tab lists current calls, and users can click the wrap-up button to open the Wrap Up dialog. There they can type a custom wrap-up code or select from a list to assign before clicking Wrap Up and Disconnect.

PrerequisitesClick to expand

Sometimes, it is necessary to resolve interactions that are unfinished because an agent logged out with a preview call in play, or did not assign a wrap-up code. Outstanding interactions can prevent a campaign from stopping or recycling. Fortunately, the outbound campaign details view provides the option to transfer outstanding calls, or to complete them by assigning a wrap-up code. This procedure explains how to assign a wrap-up code to an interaction. For more information, see Transfer calls from the campaign details view.

To assign a wrap-up:

Click Menu > Digital and Telephony > Outbound > Outbound Campaigns.
Click the name of a campaign.
On the Interactions tab, locate the call you want to wrap up.
Click wrap up .
In the Wrap Up dialog, type a wrap-up code in the box or select one from the list.
Click Wrap Up and Disconnect.

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