Wrap-up Codes

Updated on 31 Jul 2025
1 Minute to read

Print
Share
Dark
Light
PDF

Article summary

Did you find this summary helpful?

Thank you for your feedback!

Who should read this article: Administrators, Supervisors

Monitor Wrap-up code usage by agents.

Introduction

The Wrap-Up Codes widget displays the wrap-up codes assigned by agents, on a selected team or teams, to categorize the interactions they’ve handled since signing in. The widget aggregates Wrap-up codes by specified channels.

Important

The Wrap-up Codes widget does not count wrap-up codes assigned for Outbound Dialer Campaign calls. Refer to Campaign – Wrap-up Codes.

Reporting Real-time Dashboard Wrap-up Codes Widget

To see the breakdown of Wrap-up codes by channel, hover your mouse pointer over the pie chart to display the channel tooltip.

Reporting Real-time Dashboard Wrap-up Codes Widget With Hover Popup

Click Historical report to display the Wrap-Up Codes historical report page in a new tab. The report settings are the same as those of the widget. Choose a date and time for the report, then click Run report.

Setup

General tab

The Wrap-Up Codes settings panel General tab includes the following parameters:

Parameter	Description
Widget Name	The display name of the widget in the Real-time dashboard. If you want multiple Wrap-Up Codes widgets, each showing different information, assign unique names to help you know which widget is which.
Display manual outbound and click-to-call calls	Include manually dialed and click-to-call outbound calls in the pie chart.
Display inbound calls	Include inbound calls in the pie chart.

Reporting Real-time Dashboard Wrap-up Codes Widget General Tab

Teams tab

Select one or more teams to monitor.

Channels tab

Select one or more digital channels to monitor.

Was this article helpful?

What's Next

Keyword Counter

Table of contents

Introduction
Setup