Home / Genesys Cloud survey guides
How to · Genesys Cloud CX
How to survey only certain wrap up codes in Genesys Cloud.
You cannot do this natively today. The voice survey starts before the agent picks the wrap up code, so the code is not there to check. Gate the survey on the queue or IVR path instead, or survey everyone and filter the results by wrap up code.
With CX Index.
CX Index attaches the wrap up code to every answer, so you can survey by rule and report on any wrap up code afterwards.
In Genesys Cloud
The native way, step by step.
Step 1
Check whether the queue or IVR path predicts the outcome you care about. If it does, gate the survey on that.
Step 2
If it does not, survey every eligible call.
Step 3
Report and filter the results by wrap up code after the event.
Step 4
Vote for the related ideas on the Genesys Ideas portal.
Worth knowing
Before you build it.
Why it fails
The post flow starts the moment the call ends. Wrap up happens after that.
Report afterwards
Surveying everyone and filtering later gives you the same answer, with a bigger sample.
Watch for bias
Gating on outcomes means you only hear from some customers. Make sure that is what you want.
Sources
Where the steps come from.
Genesys Cloud changes often. Check the current Genesys documentation before you build, and tell us if anything here is out of date.
More Genesys Cloud survey guides
Keep reading
Written by David Heneghan, co-founder of CX Index. Last reviewed 21 October 2026.
See it with your own data
See it working on your own Genesys estate.
Half an hour, on your own journeys, in your own Genesys estate. We will show you exactly what this looks like for your organisation.
Questions
Frequently asked questions.
Can Genesys Cloud send a survey based on the wrap up code?
Not natively. The voice survey starts before the agent selects the wrap up code, so the code cannot be checked in time.
How do I report survey results by wrap up code?
Use a tool that stores the wrap up code with each answer. CX Index does this for every response.