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 with 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 with 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:
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.
Report column | Description |
---|---|
Wrapup Code |
The wrap-up code set by an agent or Genesys Cloud for the interaction. When set to optional, you can select a wrap-up code or click Done and go to the next interaction. Feature coming soon |
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 with 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 with the total length of interactions in the queue. |