Wrap-Up Voice Communication

After you disconnect a call, the voice WRAP UP page appears in Agent Desktop. Your Organization Administrator configures the fields in WRAP UP page. Depending on the configuration of your agent profile by the Organization Administrator, you can configure the following details:

CANCEL AUTO WRAPUP

Click CANCEL AUTO WRAPUP to prevent the Agent Desktop from submitting the default Wrap-Up code. This configuration extends the auto wrap-up time and prevents Agent Desktop from submitting the default Wrap-Up code. Stopping automatic wrap-up is helpful when you need more time to enter the wrap-up details.

Select Wrap Up

Select a wrap-up code from the drop-down. When you select a wrap-up code, the voice WRAP UP page closes.

Note	Your enterprise may have specific requirements for wrap-up codes. For more information on wrap-up codes, contact your Supervisor.

LAST AGENT ROUTING

Select this check-box to force a call from a specific telephone number to be routed to you. This feature is useful when you are expecting a return call from a specific customer.

Note	If your system is configured for Auto Wrap Up and you do not complete and submit wrap-up codes before the Auto Wrap Up timer expires, Agent Desktop submits a default wrap-up code for you.