Queue Wrapup Summary report


The Queue Wrapup Summary report displays the wrap-up codes that agents used for interactions in one or more queues during a specific date and time range. The report sorts the information alphabetically by queue name and then by media type. The report lists the wrap-up codes for a queue in descending order from most used to least used. The report includes the following information for each wrap-up code that an agent assigned to an interaction in a queue:

  • The total number of interactions with the wrap-up code
  • The percentage of interactions with the wrap-up code compared to the total interactions in the queue
  • The total length and average length of the interactions with the wrap-up code
  • The percentage of the total length of the interactions with the wrap-up code compared to the total length of interactions in the queue

Reports support multiple media types, such as chat and email, which can affect reports in several ways:

  • Fields that do not apply to the interaction type are marked "N/A." For example, emails cannot be placed on hold or abandoned. 
  • "Talk time" is the standard term for the time that the agent and customer are connected.
  • Reports show information for all of the media types that are listed in the report's custom parameters. For example, if a queue only handles voice, but you select chat as a report parameter, the report includes chat statistics. Because the queue does not handle chat interactions, the results are blank.

Run this report to determine the wrap-up codes that:

  • Agents use most frequently.
  • Identify the interactions on which agents spent most of their time.

Queue Wrapup Summary report

Report column Description
Wrapup Code The wrap-up code set by an agent or PureCloud for the interaction.
Calls The total number of interactions to which an agent assigned the wrap-up code. This column is labeled “calls,” but applies to other media types.
% Total The percentage of interactions assigned the wrap-up code compared to the total interactions in the queue.
Total The total length of the interactions assigned the wrap-up code.
Average The average length of interactions assigned the wrap-up code.
% Total The percentage of the total length of the interactions assigned the wrap-up code compared to the total length of interactions in the queue.