Wrap-Up Email and Chat Conversations

After you end the interaction with the customer, you have to enter the wrap-up codes about the status and tone of your communication with the customer. You can enter any other closure details, or set a reminder if the conversation requires any follow-up.

Your organization may have specific requirements for Wrap Up codes. For more information on wrap-up codes, contact your Supervisor.

To submit wrap-up codes describing your interaction with a customer:

Procedure

Step 1

In Agent Desktop, click End.

The WRAP UP page appears.

Step 2

Enter values in the appropriate fields in the WRAP UP page, then click Wrap Up.


Status of the Conversation	Select a value that summarizes the status of the conversation when you end the interaction. For example, Pending, Resolved, Requested Information, or No Action Required.
Communication	Slide the controls to reflect the disposition of the customer during this interaction.
Select Closure Details	Select a wrap-up code from the drop-down. You can enter more specific notes about the interaction, if appropriate.
Follow Up Reminder	Select the check-box if you want the Agent Desktop to send you a reminder for this customer interaction. Then select the date and time you want to send the reminder. When the date and time you entered arrives, a Follow Up Work Item contact card appears in the Active Contact List in the Agent Desktop.
Follow Up Comments	Enter notes that you want in your follow-up contact card.