Wrap-up Codes

Who should read this article: Administrators

Report on the use of wrap-up codes by teams for a specified time period.

Introduction

Wrap-up codes are call outcomes specified by agents as part of their after-call work. This report aggregates Wrap-up codes for specified dates and teams to allow tracking of a ratio of conversation results according to your custom codes.

Enter the report options parameters and specify the team or teams to report on, then click Run report to view the report.

Report options

The Wrap-up Codes report has multiple parameters to be set. First, choose the date or date range for which you want to produce a report.

You can choose to report on manual outbound and click-to-call calls, inbound calls, or both, depending on whether your teams handle just outbound, just inbound, or both. Dialer campaign call Wrap-up code values are available in the Campaign Report for each campaign.

Finally, select one or more teams to report on.

Results

Results are displayed as a pie chart and exported as a CSV file for processing outside of Voiso.