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:

• 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.