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  • 1.  Wrap Up Notes

    Posted 11-30-2023 10:31
    No replies, thread closed.

    Is it possible to have a report that can pull the wrap up notes? The only way I can see how to access the notes is to go to the interactions for that queue and export all the interaction details.

    Also, is there another way save call information other than notes? Such as caller name, inquiry, etc.


    #Reporting/Analytics

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    Britney Springer
    Zenith Insurance Company
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  • 2.  RE: Wrap Up Notes

    Posted 12-07-2023 19:20
    No replies, thread closed.

    I guess I would like to know your business use case and/or your expected outcome.  There are many ways of accomplishing what you briefly asked for, but without knowing what you want and where you want it, leave it open to way too many options.   



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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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  • 3.  RE: Wrap Up Notes

    Posted 12-08-2023 09:56
    No replies, thread closed.

    We are a Worker's Comp company so we need to track who is calling in requesting info. Usually for provider's offices. So we need to track the name of the person calling, company, policy number and claim number they are referencing, etc. Currently we use a system call Call Log and we are trying to see if we can stop using that system and just track everything in Purecloud. But from what I am seeing as available options that might not be doable.

    Thanks,



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    Britney Springer
    Zenith Insurance Company
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    Original Message


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