---
title: "Wrap-up codes"
slug: "administration-wrap-up-codes"
description: "Define codes or tags specific to your business that indicate interaction outcomes. Agents assign Wrap-up codes during their after-call work activities. You can group wrap-up codes according to your business processes."
tags: ["wrap-up", "disposition", "after call work", "report", "reporting", "Agent Panel", "wrap-up code group", "call outcome"]
updated: 2026-09-21T18:33:04Z
published: 2026-09-21T18:33:04Z
canonical: "docs.voiso.com/administration-wrap-up-codes"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.voiso.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Wrap-up codes

**Who should read this article**: Administrators

Define codes or tags specific to your business that indicate interaction outcomes. Agents assign Wrap-up codes during their after-call work activities. You can group wrap-up codes according to your business processes.

## Introduction

Voiso automatically assigns call Disposition codes to voice calls, such as **Answered**, **Busy**, and **No answer**. Call dispositions are technical in nature and do not give you insight into the *business outcome* of a conversation.

Use the Wrap-up codes page to define custom call outcomes based on your business processes or organizational needs. At the end of each interaction, during their [After Call Work](/v1/docs/agent-panel-outbound-calls#after-call-work), your agents can apply a business outcome Wrap-up code to the interaction.

You can query the [CDR](/v1/docs/reporting-cdr) database, create [historical reports](/v1/docs/reporting-historical-reports-overview), monitor Wrap-up code use by team in [real time](/v1/docs/reporting-real-time-dashboard-overview), or view the [Dialer campaign](/v1/docs/outbound-dialer-campaigns) report to gain insight into call outcomes.

### Enabling Wrap-up codes

To enable the Wrap-up codes feature in your contact center, navigate to **Administration > System settings**, click the **Contact center** tab, the select **Enable After Call Work activities and wrap-up codes**, then save the change.

### Wrap-up code groups

For different aspects of your business, you may need specific wrap-up codes tailored to various processes. Voiso enables you to create customized **[Wrap-up code groups](/v1/docs/administration-wrap-up-codes#creating-wrapup-code-groups)**, which you can then assign to your [teams](/v1/docs/users-teams) for more organized and efficient interaction handling.

### Wrap-up codes for AI agents

A [Voiso AI agent](/v1/docs/ai-agents-ai-agents) applies a wrap-up code at the end of a call, the same way your agents do during their after-call work. The AI agent chooses from the codes that you assign to it, and it reads the **Code description** of each code to decide which one fits the conversation. For this reason, a code can be assigned to an AI agent only when it has a **Code description**.

### Wrap-up codes in Dialer campaigns

In a [Dialer campaign](/v1/docs/outbound-dialer-adding-a-new-campaign), a wrap-up code can also trigger a redial. In the **Follow-up rules** section of the campaign, add a rule under **Wrap-up code**, select the code, then set how long to wait. When an agent finishes their after-call work and applies that code, the contact is redialed after the wait that you set.

Refer to [Wrap-up code rules](/v1/docs/outbound-dialer-adding-a-new-campaign#wrap-up-code-rules) for more information.

## Wrap-up codes

### Creating wrap-up codes

To create and manage wrap-up codes, in the Voiso navigation bar, navigate to **Administration > Wrap-up codes** to display the **Wrap-up codes** page, then click the **Wrap-up codes** tab. The tab lists each code with its **Code name**, **Code**, **Code description**, and the **Wrap-up code groups** it belongs to. The search field matches all three text columns.

![Image](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/wrap-up-codes-list-description-column.png)

Tip

Click a Wrap-up code group to link to the corresponding Edit Wrap-up code group page in your contact center.

To create a new wrap-up code, follow these steps:

1. Click **Add wrap-up code** to display the **Add wrap-up code** page.        ![Image](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/add-wrap-up-code-code-description(1).png)
2. In the **Wrap-up code name** field, add the word or phrase to be displayed to agents in the **[Select a wrap-up code](/v1/docs/agent-panel-outbound-calls#after-call-work)** screen of the **Agent Panel**.
3. Add the code number of the new Wrap-up code in the **Code** field. Wrap-up code numbers can have up to 4 digits. The valid range for wrap-up codes is **0001** to **9999**.
Note

The wrap-up code **0000** is reserved for the system. It is applied whenever a user does not specify a wrap-up code.
4. In the **Code description** field, describe what this call outcome means, in up to 280 characters. The description is optional. It is required only if you want to assign the code to a [Voiso AI agent](/v1/docs/ai-agents-ai-agents), which reads it to decide when the code applies.
5. If you've already created one or more [wrap-up code groups](/v1/docs/administration-wrap-up-codes#creating-wrapup-code-groups), click **Manage** in the **Wrap-up code in groups** section to add the wrap-up code to one or more groups.  

![Wrap-up Codes Add Wrap-up Code Assign Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Add%20Wrap-up%20Code%20Assign%20Group.gif)
6. Click **Save** to add the new code to the **Wrap-up codes** page.

### Deleting a wrap-up code

To delete a code, click the trash can icon (**Delete** button) at the far right of the code field.

![Wrap-up Codes Delete Code](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Delete%20Code.gif)

### Editing a wrap-up code

To edit a code, click the code name to open the **Edit wrap-up code** page, edit the name, the code, or the description, then click **Save**.

Note

You cannot clear the **Code description** of a code that is assigned to an AI agent, because the agent needs it to choose the code. Remove the code from the agent first.

## Wrap-up code groups

### Creating wrap-up code groups

To create and manage wrap-up code groups, in the Voiso navigation bar, navigate to **Administration > Wrap-up codes** to display the **Wrap-up codes** page, then click the **Wrap-up code groups** tab.

![Wrap-up Codes Wrap-up Codes Groups Tab](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Wrap-up%20Codes%20Groups%20Tab.png)

To create a new wrap-up code, follow these steps:

1. Click **Add wrap-up code group** to display the **Add wrap-up code group** page.
2. Enter a name in the **Group name** field.
3. To add [existing wrap-up codes](/v1/docs/administration-wrap-up-codes#creating-wrapup-codes) to the group, in the **Assigned wrap-up codes** section, click **Manage**, then in the **Wrap-up codes assignment** panel, select one or more wrap-up codes and click **Assign**.
4. To assign the wrap-up code group to one or more [teams](/v1/docs/users-teams), in the **Assigned teams** section, click **Manage**, then in the **Teams assignment** panel, select one or more teams and click **Assign**.
5. Click **Save** to add the new wrap-up code group to the **Wrap-up code groups** tab.

### Deleting a wrap-up code group

To delete a wrap-up code grop, click the trash can icon (**Delete** button) at the far right of the group field.

![Wrap-up Codes Delete Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Delete%20Group.gif)

### Editing a wrap-up code group

To edit a wrap-up code group, click the group name to open the **Edit wrap-up code group** page, edit the name, wrap-up code assignment, or team assignment, then click **Save**.

![Wrap-up Codes Edit Group](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Edit%20Group.gif)

## Reporting

To review wrap-up code use, use the [Dialer campaign](/v1/docs/outbound-dialer-campaigns) reports, **[Historical reports](/v1/docs/reporting-historical-reports)**, the **[Real-time dashboard](/v1/docs/reporting-real-time-dashboard)**, and the Call Detail Record ([CDR](/v1/docs/reporting-cdr)).

### Dialer campaign reports

The Dialer Campaign report contains a list of wrap-up code counts that you can use to evaluate the success of your campaign. Voiso produces the report for every campaign except those in the **Draft**, **Loading data**, or **Import error** status, so you do not have to wait for a campaign to finish. Refer to [Dialer campaigns](/v1/docs/outbound-dialer-campaigns) for more information about the campaign report.

![Wrap-up Codes Dialer Campaign Report](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Dialer%20Campaign%20Report.png)

### Historical reports

You can create [historical reports](/v1/docs/reporting-historical-reports) that track wrap-up code use. To generate a report for inbound and manual and click-to-call outbound calls, in the Voiso navigation bar, navigate to **Reporting > Historical reports** to display the **Scheduled reports** page.

To display the **Add report** page, follow these steps:

1. Click **Add report**.
2. From the **Report type** menu, select **Wrap-up Codes**.
3. Select one or both of the **Manual outbound and click-to-call calls** and **Inbound calls** options.
4. Click **Run report**.  

![Wrap-up Codes Create Wrap-up Codes Report](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Create%20Wrap-up%20Codes%20Report.png)

For more information about creating and running reports, refer to [Historical reports](/v1/docs/reporting-historical-reports).

### Real-time dashboard

You can create a Real-time Dashboard widget that tracks wrap-up codes. To create a report, in the Voiso navigation bar, navigate to **Reporting > Real-time dashboard** to display the **Real-time dashboard** page.

To add a new **Wrap-up Codes** widget, follow these steps:

1. To display the **Add new widget** panel, click **Add widget**.
2. Select **Wrap-up Codes**, then click **Add**.
3. Select the elements to add to the widget and save the new widget to add it to your Real-time dashboard.
4. Click **Save**.

The **Wrap-up Codes** Real-time dashboard displays a pie chart and count of each wrap-up code.

![Wrap-up Codes Real-time Dashboard](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Real-time%20Dashboard.png)

For more information about creating widgets, refer to the [Real-time dashboard](/v1/docs/reporting-real-time-dashboard) article.

## CDR

Wrap-up codes are a filterable field in the CDR. Choose one or more codes from the **Wrap-up code** menu. For more information about creating CDR filters, refer to [CDR](/v1/docs/reporting-cdr).

![Wrap-up Codes CDR](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20CDR.png)

## Agent Panel

Wrap-up codes are displayed in the **Select a wrap-up code** screen of the **[Agent Panel](/v1/docs/agent-panel-getting-started)**. Agents click a wrap-up code as part of After Call Work.

![Wrap-up Codes Agent Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Wrap-up%20Codes%20Agent%20Panel.png)

The outcome of an interaction. This parameter is automatically assigned to an interaction by the Voiso application. It is not the same as the Wrap-up code, which is a custom outcome assigned to an interaction by an agent.

The outcome of an interaction. This parameter is selected by an agent during the after-call work phase. It is not the same as the Disposition code that is automatically assigned by the system.

Agents working under a common supervisor are considered to be a part of a team. Teams enable you to group users together for common business purposes. You can create many different teams for different business purposes. A user may be assigned to more than one team and a supervisor may supervise more than one team. You can assign agents to Dialer campaigns and Caller ID groups either individually or as part of a team.

Voiso maintains a Call Detail Record (CDR) of every interaction. Each includes information about the interaction that you can use to analyze the performance of your contact center, your agents, and your routing strategies. Unlike many other contact center applications, the Voiso CDR also includes a recording and/or transcript of each interaction, enabling you to access even more information about each interaction.

An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM.

A display on a computer screen that enables easy viewing of real-time data, communication, KPI reporting, or technical information.

See Call Detail Record.

The duration an agent was in the **After Call Work** status after login.

## Related

- [Call Detail Records overview](/reporting-cdr.md)
- [Historical reports overview](/reporting-historical-reports-overview.md)
- [Real-time dashboard overview](/reporting-real-time-dashboard-overview.md)
- [Dialer campaigns overview](/outbound-dialer-campaigns-overview.md)
- [Agent Panel](/agent-panel.md)
- [Teams](/users-teams.md)
- [System settings](/administration-system-settings.md)
- [Security Access Groups](/administration-security-access-groups.md)