Wrap-Up Reasons
Wrap-Up reasons represent the reasons that agents can apply to calls. A Wrap-Up reason indicates why a customer called the contact center. For example, you may have one Wrap-Up reason for sales calls and another for support calls.
You can configure Wrap-Up reasons to be available globally to all agents or only to specific teams.
Use the Manage Wrap-Up Reasons gadget to view, add, edit, or delete Wrap-Up reasons. Click the Reason Label header to sort the Wrap-Up reasons in ascending or descending order. Click the Global header to sort the Wrap-Up reasons by whether they are global (Yes) or not (No).
Note |
Cisco Finesse supports a maximum of 100 global and 100 team Wrap-Up reasons. |
Cisco Finesse supports the wrap-up functionality for all types of inbound and outbound calls.
To enable wrap-up, you must configure both of the following attributes in the Unified CCE Agent Desktop Settings:
For more information about configuring Agent Desktop Settings, see the Configuration Manager Online Help for Unified CCE.
Note |
The showWrapUpTimer property can be used to show or hide timer in wrap-up state. If showWrapUpTimer is set to true then timer is displayed. If showWrapUpTimer is set to false then timer is hidden. |
Note |
Wrap-Up timer is configurable. By default wrapUpCountDown property is set to true. The timer counts down by default when the agent is in wrap-up state. For more information, see Desktop Properties. For Example, if you set the timer to 30 seconds, by default the timer starts from 30 and ends at zero. The default behavior can be changed by setting the wrapUpCountDown property to false. If an agent is configured for wrap-up and selects a pending state during a call, when the call finishes that agent goes into wrap-up and not the pending state selected during the call. The agent can end wrap-up by either selecting a new state (Ready or Not Ready) or letting the wrap-up timer expire. If the agent selects a new state, the new state overrides the pending state selected during the call. If the wrap-up timer expires, the agent transitions to the pending state. |
The following table describes the fields on the Manage Wrap-Up Reasons gadget:
Field |
Explanation |
Reason Label |
The label for the Wrap-Up reason. This label must be unique for each Wrap-Up reason and has a maximum length of 39 bytes (which equals 39 US English characters). Both alphanumeric and special characters are supported. |
Global? |
Yes/No. Indicates if the Wrap-Up reason is available globally to all agents (Yes) or to specific teams of agents (No). |
Actions on the Manage Wrap-Up Reasons gadget:
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New: Add a new Wrap-Up reason
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Edit: Edit an existing Wrap-Up reason
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Delete: Delete a Wrap-Up reason
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Refresh: Reload the list of Wrap-Up reasons from the server
Note |
When you add, edit, or delete a Wrap-Up reason, the changes you make take effect on the agent or supervisor desktop after three seconds. However, agents who are signed in when the changes are made must sign out and sign in again to see those changes reflected on their desktops. |
Add Wrap-Up Reason
Procedure
Step 1 |
In the Manage Wrap-Up Reasons gadget, click New. |
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Step 2 |
In the Reason Label field, add a label for the Wrap-Up reason.
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Step 3 |
If the Wrap-Up reason is global, select the Global? check box. If the Wrap-Up reason is specific to a team, clear the Global? check box.
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Step 4 |
Click Save. |
Edit Wrap-Up Reason
Procedure
Step 1 |
In the Manage Wrap-Up Reasons gadget, select the Wrap-Up reason that you want to edit. |
Step 2 |
Click Edit. The Edit Wrap-Up Reason area appears. |
Step 3 |
In the Wrap-Up Reason Label field, enter the new label for the Wrap-Up reason. If you want to change who has access to the Wrap-Up reason, select or clear the Global? check box. |
Step 4 |
Click Save. |
Delete Wrap-Up Reason
Procedure
Step 1 |
In the Manage Wrap-Up Reasons gadget, select the Wrap-Up reason that you want to delete. |
Step 2 |
Click Delete. A question appears asking you to confirm that you want to delete the selected Wrap-Up reason. |
Step 3 |
Click Yes to confirm the deletion of the selected Wrap-Up reason. |
Force Wrap-Up Reason
For voice channel-If the Force Wrap-Up reason is configured, agents must select a Wrap-Up reason before changing the state after the call ends. The agent cannot change the state until the Wrap-up reason is applied. The Wrap-Up reason can be selected during the call or after the call ends.
For digital channels-If the Force Wrap-Up reason is configured, agents must select a Wrap-Up reason before transfering or ending an interaction.
Note |
The Force Wrap-Up reason is enabled by default. Use the CLI commands to disable and enable this feature. For more information, see Desktop Properties. |