Wrap-up reasons can be applied on all Inbound calls routed to the Contact Center and
on all the Contact Center triggered outbound campaign calls only. If your
administrator has assigned wrap-up reasons to you, the Wrap-Up Reason button appears
when you are on a call or when you are in Wrap-Up state after a call (if you are
configured for Wrap-Up).
If you do not have any Wrap-Up Reasons assigned to you, you will not have this feature on your desktop. Your administrator
creates and assigns Wrap-Up Reasons.
Note
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Wrap-Up Reasons are set on per call basis. This means if you apply a wrap-up reason for a call, the same will be reflected
on desktops of all other participants (agents) of the call.
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You can enter a Wrap-Up Reason during a call or while you are in Wrap-Up state after the call ends (this includes call termination
as well as transfer and conference drop scenarios). If Wrap-Up is required, you automatically transition to Wrap-Up state
when the call ends. If wrap-up is optional, you can select Wrap-Up from the agent state drop-down during the call. Your state
then appears as Talking -> Wrap-Up (Pending) for the duration of the call. When the call ends, you transition to Wrap-Up state
and can complete any after call work.
If you want to specify what state to enter when the wrap-up timer expires, you can select the state from the drop-down before
you select Wrap-Up. For example, while on a call, select Not Ready from the drop-down. Then select Wrap-Up.
To end Wrap-Up state, select your new state (Ready or Not Ready) from the drop-down or wait for the preconfigured timer to
expire.
Note
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Once you enter a Wrap-Up state no further call updates will be made in the call control gadget. However, if you enter a wrap-up
reason for the call while in wrap-up state, the call control gadget will be updated with the new wrap-up reason only; all
other call information will remain as they were prior to entering the wrap-up state.
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