What role do wrap-up codes play in Genesys Cloud CX Outbound?

Wrap-up codes in Genesys Cloud CX Outbound are utilized to classify interactions after conversations have concluded. These codes serve as a tagging system that allows agents to indicate the outcome of their interactions with customers. By selecting a wrap-up code, agents can provide valuable feedback regarding the conversation, which can include information such as whether the call resulted in a sale, a follow-up needed, or if the customer was satisfied. This classification process aids in reporting and analytics, enabling management to derive insights about the effectiveness of outbound campaigns, agent performance, and customer interaction patterns.

In this context, the other options do not accurately describe the function of wrap-up codes. For instance, prioritizing call lists pertains to the organization and management of calls being placed, rather than how individual interactions are categorized post-call. Similarly, controlling call timing is unrelated, as this pertains more to the scheduling and handling of calls rather than their classification after interactions. Lastly, restricting agent access does not apply to wrap-up codes, as these codes are meant to enhance the agents’ ability to document their interactions rather than limit their capabilities. Thus, the role of wrap-up codes is primarily centered on the classification of interactions following conversations, making this the correct choice.