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  • 1.  wrap-up codes for inbound and others for outbound

    Posted 03-14-2024 14:24
    No replies, thread closed.

    Hello Team,

    We have blended .agents taking both inbound and campaign outbound calls (Predictive).

    Customer is looking for the unique set of wrap up codes for inbound and outbound calls coming through same Queue. Please suggest possible solution

    Thanks


    #Outbound

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    Rakesh Kumar Jha
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  • 2.  RE: wrap-up codes for inbound and others for outbound
    Best Answer

    Posted 03-14-2024 18:11
    No replies, thread closed.

    Wrap-up codes are specific to queues.  You can't limit in either way.  Having 2 queues would allow for this so unless you have a really good business case for blended conversations in the same queue, just put them in separate ones.   



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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