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Set Wrapup Code Action?

  • 1.  Set Wrapup Code Action?

    Top 25 Contributor
    Posted 07-31-2020 20:46
    HI guys

    Not sure I"m following why/when you'd use the set wrapup code action in Architect.  I've created a flow, added that function, but when the call is delivered to an agent, that agent can obviously select something else.

    If the intention for this action is for IVR only calls, there's no queue involved so how would you report on those wrapup codes?
    #Routing(ACD/IVR)

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 2.  RE: Set Wrapup Code Action?

    Posted 08-08-2020 22:23
    When you set the wrap-up in Architect, it adds it to the conversation for that segment.  When it gets passed to the agent, they choose one for their segment - you are not choosing it for them.  If you look in Interactions and show the Wrap-up column, you will see 2 or more wrap-up codes applied to the Interaction.  This is ideal for tracking IVR to Agent activity and judging if your IVR selections are getting to the correct place.  Also, you could have Self-help IVRs report to the agent what the caller did in the IVR with the use of Wrap-up codes.

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Set Wrapup Code Action?

    GCAP Member
    Posted 08-09-2020 03:06
    I have simple concern here , if added wrap up on Architecture , to see it in performance report is it required that wrap up should be under ACD queue


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    Noufal Ibrahim
    SMASCO
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  • 4.  RE: Set Wrapup Code Action?

    Posted 08-09-2020 13:49
    You can see in this screenshot where wrap-up codes were used in a self-help IVR to report on outcome of the IVR without going to a queue:


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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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