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    Wrap-up a call
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      Wrap-up a call

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        Article summary

        Wrap-up codes are used to indicate the outcome of an Interaction. For example, a completed sale, a customer dissatisfied with service, or a billing issue. Specify wrap-up codes and any associated notes during or after the interaction using the Wrap-up icon.

        Work ready is the time allowed to an Agent after an interaction. The agent uses this time to enter call-related notes, select a wrap-up code, and complete any other task associated with the interaction.

        To complete the wrap-up operation:

        1. Click the Wrap up icon.

        1. Enter the following information:

          1. Custom Wrap-up - Select the checkbox to add custom wrap up information.

          2. Wrap-up Reason - Select the wrap-up reason from the dropdown list.

            Note:

            If you are using UCCX, you can select multiple wrap-up reasons.

          3. Comments - Enter comments related to the interaction. This field is activated only when the Custom Wrap Up box is selected.

        1. Click Apply.

        Note:

        When call interaction is completed, the user state changes to Work Ready automatically to perform the wrap-up operation by clicking the Wrap Up button.

        1. After you submit the wrap-up for a call, a badge on Wrap-up is shown to alert.

        2. Save the call wrap up with Salesforce task, configure Wrap-up Reasons in channel variables. If you do not submit wrap up for a call, Salesforce task object displays no information.

        Wrap-up Modes

        The wrap-up modes differ based on how it is configured in UCCE. The list of wrap-up modes are in the table:

        Name

        Description

        NOT_ALLOWED

        The user is not allowed to go to wrap-up when call ends.

        OPTIONAL

        Wrap-up optional. The user can choose to go to wrap-up on a call-by-call basis when the call ends.

        REQUIRED

        Wrap-up mandatory. The user must go to wrap-up when call ends.

        REQUIRED_WITH_WRAP_UP_DATA

        Wrap-up and wrap-up data, both mandatory. The user must go to wrap-up when call ends and must enter wrap-up data.

        Wrap-up Modes - Optional

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