Can wrap-up code mapping allow a record to be dialed by a campaign even if the associated action is not appropriate?

Wrap-up code mapping in the context of outbound campaigns in Genesys Cloud CX is a mechanism that generally determines how outcomes from a call should be categorized and used for reporting or follow-up actions. It is meant to ensure that the post-call handling aligns with defined workflows and relevant actions tied to the outcomes of interactions.

When wrap-up code mapping is utilized correctly, it ensures that records associated with sent calls are only managed appropriately, aligning with the predetermined actions that can follow a call interaction. If a wrap-up code indicates that an action is not appropriate for a given interaction, the record should not be eligible to be dialed again by a campaign. This promotes compliance with business rules and helps avoid unnecessary contact attempts or ineffective follow-up actions.

As such, if the associated action is not appropriate, the wrap-up code mapping serves as a protective measure, ensuring the integrity of the campaign's objectives and caller experience. Therefore, the idea that wrap-up code mapping could allow a record to be dialed regardless of the action's appropriateness is not aligned with the intended functionality of the system.