We're trying to raise our connect rate, and so I've been looking through our contact list for any patterns. Something I noticed is that the "CallRecordLastResult" column is filled with the most recent wrap-up code. We have some rules that trigger different actions depending on the wrap-up code, and so it's vital that these wrap-up codes are accurate. 

I'll describe the situation I've run into a few times. We have a campaign (campaign X) that is associated with queue X. 

Agent X (who belongs to queue X) transfers the call to Agent Y (who belongs to queue Y, which is not associated with campaign X) and then properly selects a wrap-up code - one that is mapped to take a specific action based on the campaign's ruleset.

Agent Y takes the call and forgets to select a wrap-up code so the most recent wrap-up code is now ININ-OUTBOUND-TIMEOUT which is reflected in the contact list associated with campaign X, thus ignoring any of the rules we've set in place. 

My question is this: is there a way to only capture the last wrap-up code used by the queue associated with the current campaign, at least for call ruleset purposes? It's frustrating to have our rulesets ignored even though agent X did everything correctly. Obviously we want to capture all of the data that we can, but I wish the contact list wouldn't reflect what's happening after the call has left the campaign's designated queue.

Hello Samuel,

Did you found any solution for this issue, we are having a similar concern when an outbound call is transferred to an inbound queue based on customer ask. So once the inbound call disconnects the Contact list is getting updated with Inbound wrap up code which is creating issues for us when the contact list is processed by our CRM system.

We're trying to raise our connect rate, and so I've been looking through our contact list for any patterns. Something I noticed is that the "CallRecordLastResult" column is filled with the most recent wrap-up code. We have some rules that trigger different actions depending on the wrap-up code, and so it's vital that these wrap-up codes are accurate. 

I'll describe the situation I've run into a few times. We have a campaign (campaign X) that is associated with queue X. 

Agent X (who belongs to queue X) transfers the call to Agent Y (who belongs to queue Y, which is not associated with campaign X) and then properly selects a wrap-up code - one that is mapped to take a specific action based on the campaign's ruleset.

Agent Y takes the call and forgets to select a wrap-up code so the most recent wrap-up code is now ININ-OUTBOUND-TIMEOUT which is reflected in the contact list associated with campaign X, thus ignoring any of the rules we've set in place. 

My question is this: is there a way to only capture the last wrap-up code used by the queue associated with the current campaign, at least for call ruleset purposes? It's frustrating to have our rulesets ignored even though agent X did everything correctly. Obviously we want to capture all of the data that we can, but I wish the contact list wouldn't reflect what's happening after the call has left the campaign's designated queue.