Administrative Resource Center
Job Aid | Genesys Cloud CX

Ending a Call

When you end a call you will need to follow whatever business process your help desk follows. These instructions are for a generic process.


When you have completed the call you will need to make certain you end the call properly and provide any necessary wrap up codes.

Toos used to end a conversation

The Profile 

Profile button for the conversation

 button will show any relevant contact information that may be stored about the caller.

Conversation profile panel with a Create Contact button so the caller can be added to contacts

The Notes 

Conversation notes button

 button is used to store any notes about the interaction you may want to take. Please check with your help desk supervisor to see if this is a feature your area uses.

The Schedule Call Back 

Schedule call back button

 button is used to schedule a call back to the customer at a specific date and time. Please check with your help desk supervisor to see if this is a feature your area uses.

Schedule call back window

The Wrap Up Codes 

wrap up codes button

 button will display the wrap up codes used by your service desk. Choose the most appropriate wrap up code for the call.

wrap up codes panel displayed with fake codes

The Tools 

Tools button

is used to pin and unpin the different conversation ending tools to the bar. 

Tools panel open with pin and unpin options

Ending the Call

The call is not completed until you hang up the call. This can be done using the End Call 

End Call button

 button in the call controls panel. When you hang up the call, click the Done button in the lower right hand corner. If you did not already choose a wrap up code, you will be presented with the Wrap Up Code screen but you will have an after call work timer running! Choose your code quickly and click done. You will then be placed back into Ready for calls.

Last modified: Oct 7, 2025