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  • 1.  Order of wrap up codes when call is transferred

    Posted 04-27-2020 19:36
    No replies, thread closed.
    When a call is transferered from an agent in Queue A to an agent in Queue B, and they both select a wrap-up code for their leg of the call, how is that order shown when looking at reports/views of the interaction?  Is the initial agent's wrap up code shown first, ie WRAP1, WRAP2 or does it take whichever agent selected theirs first?

    I can't seem to identify a standard here as in two calls the display order was different even though it was essentially exactly the same call flow, and in both cases the first agent chose their wrap up code before the second agent.
    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)
    #Unsure/Other

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    Vaun McCarthy
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  • 2.  RE: Order of wrap up codes when call is transferred

    Posted 04-28-2020 05:33
    Edited by Paulo Mesquita do not use 04-28-2020 08:32
    No replies, thread closed.
    The Wrap Up Information is displayed in the same order as the Disconnect Reason.
    Even when agent B receives a call transferred from agent A and wrap it up first.



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    Paulo Mesquita
    Spark NZ Trading
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    Original Message


  • 3.  RE: Order of wrap up codes when call is transferred

    Posted 05-12-2020 00:29
    No replies, thread closed.
    Hi Paulo, thanks for this.

    So if I'm understanding this right, is this in order of when they disconnected or alphabetical based on disconnect reason (Client vs Peer)?

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    Vaun McCarthy
    NTT New Zealand Limited
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    Original Message


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