Hi Patrick,
Just tested the same conditions here, and couldn't replicate it.
I created an Inbound Flow, used "Set Wrapup Code" to set it as "Wrap-up 1", and transferred to a queue.
This queue is set with mandatory ACW and 50 seconds limit.
I got the call, ended the call, and selected "Wrap-up 2", the button instantly became available (did that in the first few seconds, so far earlier than the last 10 seconds).
Lastly, I also checked the Interactions Detail reporting for that call, just to confirm something that I had in mind, but there I can see both wrap-up codes, since one was set by the flow (wrap-up 1), and the other by the agent (wrap-up 2)
So the fact that you used "Set Wrapup Code" in your Flow shouldn't cause this in my opinion, since the wrap-up defined by the flow has no relation to the wrap-up the agent will be selecting. But unfortunately I'm not sure what could be causing it.
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Marcello Jabur
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Original Message:
Sent: 09-24-2025 08:13
From: Patrick Mahaffay
Subject: Done button for Wrapup code greyed out
Hi Marcello,
Yes, the reps are selecting a wrapup code before attempting to click the Done button.
This queue was set to 30 seconds for ACW but I now have it set to 12 as a temp work around of the issue.
There are no other queues associated with this flow. I also added a Set Wrapup Code action on a test flow that feeds into my test queue and get the same behavior.
we have other queues that are similar, but not exactly the same. Also this is the only queue/call flow in that division. The test flow and test queue that I set up as well are in a test division.
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Patrick Mahaffay
Call Center Applications Support Specialist
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Original Message:
Sent: 09-24-2025 08:04
From: Marcello Jabur
Subject: Done button for Wrapup code greyed out
Hi Patrick,
Just to make sure I understand your issue completely:
- Are you selecting a Wrap-up code before trying to click the "Done" button? Just asking because it does indeed stay "greyed out" until you actually select a code, since the ACW is set as "mandatory".
- You said the button only becomes clickable in the last 10 seconds. How many seconds do you have set for ACW in this queue?
- You mentioned this only happens for one queue, and you also mentioned it started happening after adding a wrap-up on the Flow... Was that wrap-up added on the flow on a place that only affects this one queue? (Or would that path on the flow go to any queues?), just asking to see if it could really be related or not.
- Also, are all other queues set in the same way? (As in: same ACW settings, same wrap-up codes, same divisions, etc.?)
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Marcello Jabur