What changed
Agents can complete wrap-up for ServiceNow email interactions routed through Genesys Cloud and have that wrap-up synchronized with ServiceNow. For transferred emails, Genesys Cloud follows ServiceNow's single wrap-up per ticket model: the final agent's wrap-up is captured and synchronized, while earlier agents in the transfer chain follow the configured Genesys Cloud wrap-up behavior and may appear as skipped in Genesys Cloud analytics.
Vendor documentation (opens in a new tab)Why it matters
This removes double entry for ServiceNow email teams, but the transfer behavior changes what reporting shows. Wrap-up code analysis that counts every agent touch may undercount transferred emails once earlier agents appear as skipped.
CxCave practical context
Who should care
- Integration developers
- Reporting teams
- Administrators
Implementation considerations
REVIEWMap Genesys wrap-up codes to the ServiceNow fields you expect to populate, and check whether wrap-up and handle reports for transferred emails need adjusting for skipped wrap-ups.
CxCave recommendation, not a vendor mandate unless explicitly stated.