Workforce Engagement Management

Where is the best place to find out how the handled calls for the wrap-up code performance is counted?

We are finding that when exporting the interactions, the totals for the wrap-up codes at the queue level and the aggerated level are not matching what the wrap-up code performance is showing. 

#Genesys Cloud CX
#Workforce Engagement Management
#Workforce Management
#Recording,Policies
#Other/Not Sure

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Addison Hild
Athene
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Hi Addison!

A few comments and questions: 

1. Does your team use email interactions? These do get assigned wrap-up codes; however, may not pull for the same date range in the Interactions view because they are counted on the day they came into queue, not the day they were handled.  This may be causing part of the discrepancy. 
2. How are you trying to compare the wrap-up code performance numbers to interactions numbers? If you are filtering by queue somehow, remember that the wrap-up performance's "none" is for non-acd conversations and should be removed if trying to compare queue>queue numbers. Also remember that a single interaction may be assigned multiple wrap-up codes if handled by more than one agent or if handled by a dialer and then the agent; are you accounting for that when filtering your interactions view/export? 

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Shelby Cronk
ConvergeOne, Inc.
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Hi Shelby! We are currently not using email interactions. And yes, we are accounting for the multiple wrap-up codes for each interaction. 

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Addison Hild
Athene
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Original Message:
Sent: 05-09-2023 10:50
From: Shelby Cronk
Subject: Wrap-Up Code Performance Question

Hi Addison!

A few comments and questions: 

1. Does your team use email interactions? These do get assigned wrap-up codes; however, may not pull for the same date range in the Interactions view because they are counted on the day they came into queue, not the day they were handled.  This may be causing part of the discrepancy. 
2. How are you trying to compare the wrap-up code performance numbers to interactions numbers? If you are filtering by queue somehow, remember that the wrap-up performance's "none" is for non-acd conversations and should be removed if trying to compare queue>queue numbers. Also remember that a single interaction may be assigned multiple wrap-up codes if handled by more than one agent or if handled by a dialer and then the agent; are you accounting for that when filtering your interactions view/export? 

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Shelby Cronk
ConvergeOne, Inc.
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