Specify wrap-up codes
Prerequisites
- Routing > Agent > Onqueue permission
- Admin-created wrap-up codes
Agents specify wrap-up codes to indicate the purpose or outcome of an interaction. For example, an agent can indicate a completed sale, a customer dissatisfied with service, or a billing problem.
Specify wrap-up codes in the Wrap-up Codes panel during the interaction or during after-call work (ACW). The Wrap-up Codes panel opens automatically after an interaction ends.
To display and select the available wrap-up codes:
- Click Wrap-up Codes .
- To search the list of wrap-up codes, type the name of the wrap-up code you want to use in the Find wrap-up code box.
- From the list, click the appropriate wrap-up code option for the interaction. Note: You can specify one wrap-up code for an interaction. If you attempt to specify more wrap-up codes, each new code replaces the one before.
- After you have ended the interaction and completed after contact work, select Done.
