Wrap Up Code Work Instructions

Genesys Wrap Code Tool URL

Access the Wrap Code Tool here: https://blue-sea-0b965d90f.4.azurestaticapps.net/

Creating a New Wrap Code

1. Access the Tool: Ensure you are signed into Genesys (maximuscanada org). Navigate to the Wrap Code Tool.
2. Create Wrap Code: Click on the “Create Wrap Code” tab. Enter the wrap code name and description. The description is mandatory and should be detailed to assist AI tools in future. Select the division(s) to which the wrap code should be added. It is recommended to add it to all divisions for consistency during testing. Click “Submit” to create the wrap code.
3. Assign Wrap Code to Queue: After creating the wrap code, use the queue search option to assign it to the relevant queue(s). Select the queue(s) and click “Assign”.

Updating an Existing Wrap Code

1. List Wrap Codes: Navigate to the “List Wrap Codes” tab. Search for the wrap code you wish to update.
2. Edit Wrap Code: Click the edit button next to the wrap code. Update the description or other details as needed. Click “Save” to apply the changes.
3. Bulk assign Wrap Codes to Queues: Select the wrap codes you want to assign to queues by clicking the checkbox. Once all desired wrap codes have been selected, type in the queue name in the search bar. Click “Assign”.

Standards and Naming Conventions

Naming Convention:

• Hierarchical wrap codes: Genesys currently does not support hierarchical wrap codes. To work around this, the BI team uses a pipe character ’|’ to parse a wrap code into multiple levels in reports, e.g., First Tier|Second Tier becomes “First Tier” > “Second Tier”
• Use a standard format: [Campaign/Project/Area]|[Wrap Code]
  Example: BCeID|Account Maintenance

Description:

• Ensure the description is clear and detailed.
• Use language that aligns with potential AI tools for future automation.

Caveats and Misconfigurations

Potential Issues:

• Incorrect or misconfigured wrap codes can impact reporting and downstream processes.
• Deleting or modifying important wrap codes can cause significant issues.

Permissions:

• Only managers and above should have access to this tool to prevent unauthorized changes.
• Ensure wrap codes are vetted for typos and inconsistencies before adding them.