Genesys Cloud - Main

Is there a way to see how many calls are being wrapped per employee?  I'm asking because we recently re-introduced wrap codes (we stopped wrapping for a bit) and a large % of calls are not being wrapped (ININ-WRAP-UP-TIMEOUT) - - employees are just letting the time run out without wrapping, and I'd like to identify outliers and who is/isn't wrapping.  I don't see anything under agent performance.

Thanks

Hi Michael,

You can use Agent Performance and apply a filter for the wrap-up code ININ-WRAP-UP-TIMEOUT. This will allow you to see how many interactions each agent has with that wrap-up code.

If you prefer to view this outside of Agent Performance, you can go to Interactions and filter by the wrap-up code. This will display all interactions that were ended with that wrap-up.

Em Interações é possível adicionar o Filtro e ver o codigo de encerramento