Wrap up an interaction


Note: This article applies to PureCloud Embeddable Framework, PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk.

Use wrap-up codes to indicate the outcome of an interaction, for example, a completed sale, a customer dissatisfied with service, or a billing problem. Specify wrap-up codes and any associated notes during or after the interaction using the Wrap-up icon on the interaction.

After-call work (ACW) is the work immediately following an ACD interaction. When work must be completed before an agent can handle the next interaction, ACW is factored into the Average Handle Time (AHT). This work includes entering notes and specifying wrap-up codes. As a measurement, it indicates the total time an agent takes to finish working on an interaction. Your administrator determines whether ACW is required or optional.

When an ACD interaction ends, the Wrap-up window automatically opens.

Note: With callback interactions, the Wrap-up window automatically opens when you disconnect the call, not when you disconnect the callback (and the callback interaction ends). See Respond to callback interactions.

The Wrap-up window displays a timer that either counts down the amount of time that remains in time-boxed ACW or counts up the amount of time spent in non-time-boxed ACW. You cannot receive your next queue call until either you complete ACW or the ACW time limit expires (if time-boxed by an administrator). 

Note: ACW time limits only apply to voice interactions, such as callbacks or outbound dialing interactions. ACW time limits do not apply to callback interactions that you transfer before placing a call.

You can access the Wrap-up window and enter a wrap-up code and notes at any time during the interaction by clicking Wrap-up on the interaction. If you enter information before the interaction ends, the Wrap-up window still automatically opens when the interaction ends. You must verify the Wrap-up details and click Done before you can place or receive another interaction. If you close the Wrap-up window without clicking Done, the Wrap-up icon turns red, indicating that you need to complete wrap-up work.

  1. Click the Wrap-up icon.

    Note: If call logging is disabled, then the Notes section appears in the Wrap-up window.

    Wrap-up window

  2. Select the Wrap-up Code.
  3. Enter any related Notes
  4. When finished, click Done.

For more information about the integrations, see About the PureCloud browser extensionsAbout PureCloud Embeddable Framework, About PureCloud for Salesforce, and About PureCloud for Zendesk.