Wrap-up rules
Wrap-up rule conditions are evaluated after a call disconnects. Wrap-up actions can update contact columns or append the contact’s number, with or without an expiration date, to the campaign’s first designated do not contact (DNC) list.
When | Test to see if | Comparator | Value | Perform action if condition | Action |
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After a call is disconnected |
Contact List Column, Phone Type (Home, Cell, and so on), or Wrap-up code |
begins with, contains, ends with, is, or equals |
my value |
is met (Invert Condition = No) or is not met (Invert Condition = Yes) An inverted condition performs an action when the condition is not met. |
Append DNC number, or Update a contact list column |
Set Rule Category to Wrap-up |
Set Rule Condition to one of the above |
Select a comparison operator |
Type or select a value |
(Optional) Use the toggle to invert the condition. |
Select an Action Type |
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For non-preview calls, the wrap-up rules are run for all wrap-up codes except the following:
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ININ-OUTBOUND-STUCK-INTERACTION
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ININ-OUTBOUND-CAMPAIGN-FORCED-OFF
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OUTBOUND-INVALID-AGENT
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For preview calls, the wrap-up rules are run for all wrap-up codes except the following:
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ININ-OUTBOUND-INTERNAL-ERROR-SKIPPED
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ININ-OUTBOUND-CONTACT-UNCALLABLE-SKIPPED
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ININ-OUTBOUND-DNC-SKIPPED
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ININ-OUTBOUND-ZONE-BLOCKED-SKIPPED
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ININ-OUTBOUND-NUMBER-UNCALLABLE-SKIPPED
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ININ-OUTBOUND-CONTACT-ATTEMPT-LIMIT-SKIPPED
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ININ-OUTBOUND-NUMBER-ATTEMPT-LIMIT-SKIPPED
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ININ-OUTBOUND-STUCK-INTERACTION
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ININ-OUTBOUND-CAMPAIGN-FORCED-OFF
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OUTBOUND-INVALID-AGENT
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