Wrap-up code administration for Unified Experience from Genesys integration

AI-generated summary

Genesys Cloud wrap-up code administration integrates with ServiceNow's Unified Experience to enable agents to document interaction outcomes across voice calls, web messaging, SMS, and social messaging channels. The integration requires installation and configuration of the Unified Experience from Genesys application in ServiceNow, establishment of the integration connection, creation of external queues in ServiceNow that map to Genesys Cloud queues, possession of specific Integration permissions (Add, View, Edit, Delete for cxCloudSNWrapUp), and Genesys Cloud CX 1 Digital Add-on II or higher licensing. Upon interaction conclusion, the wrap-up module automatically opens in ServiceNow's configurable agent workspace, where agents select applicable wrap-up codes and enter associated notes. Wrap-up codes configured at the queue level in Genesys Cloud are fetched and displayed to agents in the corresponding ServiceNow queue, with after-call work settings automatically applied to the wrap-up module. Three after-call work configurations are supported. Optional allows agents to skip wrap-up code selection by selecting the ININ-WRAP-UP-SKIPPED code. Mandatory, Discretionary enables agents to remain in wrap-up status for as long as needed before manually ending the interaction. Mandatory, Time-boxed establishes a maximum duration for agents to complete after-call work activities, with a countdown timer displayed in the wrap-up module; if the timer expires without a wrap-up code selection, the default ININ-WRAP-UP-TIMEOUT code is automatically submitted. Mandatory Time-boxed also prevents early exit by keeping agents in after-call work status until the timeout period completes, though ServiceNow permits early wrap-up submission with a message indicating the code will not be submitted until timer completion. Agent Requested configuration requires agents to explicitly click "Open Wrap-Up" before disconnecting to enter after-call work; if agents disconnect without requesting wrap-up, no code is recorded and retroactive entry is unavailable. When voice calls are transferred in ServiceNow, receiving agents inherit the transferring queue's after-call work settings and wrap-up codes. If agents log out or close the browser during wrap-up, calls close with the default ININ-SYSTEM-LOGOUT code. Digital messaging wrap-up is supported across Customer Service Management, IT Service Management, and Human Resources Service Delivery ServiceNow workspaces.

PrerequisitesClick to expand

Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX 4license
Install and configure the Unified Experience from Genesys application in ServiceNow.
Set up the integration in ServiceNow.
Create external queues within ServiceNow that map back to the Genesys queues to facilitate external routing.
The following permissions in Genesys Cloud:
- Integration > cxCloudSNWrapUp – Add
- Integration > cxCloudSNWrapUp – View
- Integration > cxCloudSNWrapUp – Edit
- Integration > cxCloudSNWrapUp – Delete
For ServiceNow email interactions, configure and enable interaction wrap-up codes in ServiceNow. The wrap-up codes in ServiceNow must match the wrap-up codes configured for the Genesys Cloud queue.
Add

Supported interaction types for wrap-up

The following interaction types support manual wrap-up codes within the Unified Experience from Genesys integration:

Voice calls
Web messaging
SMS
Social messaging
ServiceNow email

Note: Manual wrap-up codes are not supported for externally routed ServiceNow chat interactions. Unlike voice and other supported interaction types, wrap-up codes for ServiceNow chat are not fetched from the Genesys Cloud queue, and they are not synced with Genesys Cloud.

For more information, see .

Agents specify a wrap-up code that indicates the outcome of an interaction after they complete it. When a voice call or digital messaging interaction ends, the wrap-up module opens automatically in ServiceNow’s configurable agent workspace. The agent selects the wrap-up code and enters the relevant notes associated with the interaction.

When you integrate Genesys Cloud with ServiceNow for voice calls and digital messaging interactions, the interaction routes from Genesys Cloud to the appropriate agent or queue in ServiceNow. The interaction information appears within the ServiceNow agent workspace. Along with this information, the wrap-up codes from Genesys Cloud assigned at the queue level are also available to the agent in the corresponding ServiceNow queue. When an agent completes the interaction and ends the call, or disconnects from a digital messaging interaction, the wrap-up module automatically opens, and displays the wrap-up codes fetched from the corresponding Genesys Cloud queue in the wrap-up code list.

Click the image to enlarge.

This image is a screenshot of the wrap up module in the ServiceNow UI.

ServiceNow email interactions work differently. Genesys Cloud wrap-up codes are not fetched into ServiceNow for email. Instead, you configure and set up the wrap-up codes in ServiceNow. For more information, see ServiceNow email interactions.

For voice calls, the AI-generated wrap-up is also available when you use the Agent Copilot component.

ServiceNow email interactions

For email interactions, ServiceNow manages the wrap-up. The wrap-up dialog displays the wrap-up codes configured in ServiceNow, and those codes must match the wrap-up codes configured for the Genesys Cloud queue for the wrap-up to be submitted successfully. Administrator must manually sync the wrap-up codes between ServiceNow and Genesys Cloud.

Depending on the interaction type, the wrap-up configuration can differ. Use the following sections to set up and understand the wrap-up for your agents.

Configure wrap-up codes and queues in Genesys Cloud for voice calls and digital messagingClick to expand

As an administrator, you must configure both the wrap-up codes and queues in Genesys Cloud. With the Unified Experience from Genesys integration setup in ServiceNow, create queues in ServiceNow that map back to Genesys Cloud to facilitate the external routing. The wrap-up codes from a Genesys Cloud queue are fetched and presented to the agent of the corresponding queue in ServiceNow. For more information, see Wrap-up code administration.

The after call work settings defined for a Genesys Cloud queue are applied automatically to the wrap-up module in ServiceNow for both voice and digital messaging interactions.

Click the image to enlarge.

This image is a screenshot of the after call work settings highlighted for a Genesys Cloud queue.

Configure wrap-up codes for ServiceNow emailClick to expand

Review how Genesys Cloud after call work settings behave in ServiceNowClick to expand

The following table explains how each Genesys Cloud after call work setting maps to the corresponding configuration in the ServiceNow wrap up module. For email interactions, the ServiceNow wrap-up configuration must match these settings.

After Call Work settings in Genesys Cloud	How it works in Genesys Cloud	How it works in ServiceNow
Optional	This option allows agents to opt out of selecting a wrap-up code after a call.	The wrap-up module requires the agent to select a wrap-up code before closing the module. To opt out, the agent must select the ININ-WRAP-UP-SKIPPED code and click Submit & Close.
Mandatory, Discretionary	This option enables agents to choose how long to remain in wrap-up status.	It follows a similar approach to Genesys Cloud and allows the agent to remain in the wrap-up module as long as needed before manually ending the interaction. For email interactions, the agent who closes the interaction remains in wrap-up until they submit a wrap-up code. For agents who transfer the interaction, Genesys Cloud ends wrap-up automatically and submits a system wrap-up code.
Mandatory, Time-boxed	This option sets the maximum amount of time that agents remain in the wrap-up state to complete after call work. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified.	It follows a similar approach to Genesys Cloud. The wrap-up module displays the countdown timer for the agent to complete the wrap-up. If the timer expires and agent did not select any code, then the default ININ-WRAP-UP-TIMEOUT wrap-up code is submitted and the call is closed.
Mandatory, Time-boxed no early exit	This option prevents agents from setting themselves back to available if they complete after call work early. They remain in ACW status and automatically return to available status at the end of the time-out period.	It follows a similar approach to Genesys Cloud except that ServiceNow does not stop the agent from submitting the wrap-up module. When the agent submits and closes the wrap-up module early, the following message is displayed: `Wrap up is successfully saved, but will not be submitted until timer completes.` The interaction is active until the timer completes. The agent is not routed any interactions until the timer completes at the background.
Agent Requested	This option requires that agents make a specific request for after call work before they disconnect the interaction.	Agents can request after call work before the call disconnects by clicking Open Wrap-Up in the call controls. The icon is available only when the interaction is active. After the agent clicks Open Wrap-Up, the interaction transitions into wrap-up status; the wrap-up module then opens with the queue’s wrap-up codes. If the agent clicks Open Wrap-Up, the interaction moves into the wrap-up module for the ACW time period set on the queue. This ACW follows the same process as Mandatory, Time-boxed ACW. The wrap-up module displays a countdown timer, and the agent selects a wrap-up code and enters notes before the timer expires. If the agent does not click Open Wrap-Up and disconnects the interaction, no wrap-up code is recorded for that interaction afterward. The agent will become available for the next interaction and cannot enter ACW retroactively for the interaction. Note: Agent requested is not supported for email interactions.

For more information, see Create and configure queues.

Learn how AI-generated wrap-up works for voice callsClick to expand

When you have set up Genesys Cloud Agent Copilot component in ServiceNow, the wrap-up window in ServiceNow opens with AI-generated content already filled in for voice calls:

Notes – Summary of the call, including the reason for the call, how it was resolved and any follow-up needed.
Wrap-up code – The code as suggested by Genesys Cloud Copilot.

This image is a screenshot of the wrap-up code window displayed in the ServiceNow.

The agent must check the AI-generated content before submitting the wrap-up code. Agents can accept the suggestions, edit them, or clear them and enter their own. AI-generated content also appears when agents request a wrap-up.

Notes:

When an agent transfers a voice call in ServiceNow, the receiving agent inherits the after call work settings and wrap-up codes of the transferring queue.
If an agent logs out of ServiceNow integration or closes the browser without ending a call that currently resides in wrap-up, the call does not wrap up and the agents are logged out of Genesys Cloud. The voice call closes with a default system wrap-up code, ININ-SYSTEM-LOGOUT.
Wrap up for digital messaging interaction is supported across CSM, ITSM, and HRSD ServiceNow workspaces.

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