voximplant KitDocs
  1. Setup
  2. Conversations
  3. Creating wrap-up codes
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Creating wrap-up codes

A wrap-up code is a code that allows agents to label the outcome of calls within agent campaigns.

Wrap-up codes are grouped into a set. After you create a set of wrap-up codes, it becomes available for agents in their Workspace.

Important

Wrap-up codes are only available while processing calls within agent campaigns. The Wrap-up codes section is available if the contact center functionality is enabled in your account.

To create a set of wrap-up codes, do the following:

  1. Log in to your Voximplant Kit account.
  2. Select Setup > Conversations > Wrap-up codes.
  3. Click Create set.
  4. Enter the name and description of the set.
  5. Enter the name of the wrap-up code to include in the set.
  6. Define the code result:

  • Callback - Schedules a callback to a customer at the specified time.

  • Add to DNC list - Adds a customer to a DNC list attached to a PDS campaign. The system then filters this customer out of a campaign.

  • Answer machine - Indicates that a call is answered by an answer machine. The code does not assign the Success status to a contact, so the system will make callback attempts according to your campaign settings.

  • Closure success - Indicates that a call ended successfully; processing of a contact is complete.

  • Closure neutral - Indicates that a call ended with neutral or no output; processing of a contact is complete.

  • Closure negative - Indicates that a call ended with a negative output; processing of a contact is complete.

  1. Click Add code to add another wrap-up code to the set.

You can change the order of the wrap-up codes in your set from most important to least important. The system then displays the order of the wrap-up codes you configured in the agent’s workspace.

Create a wrap-up codes set

While or after interaction with a customer, an agent fills in a call processing card and assigns a wrap-up code to a conversation. Agents can add wrap-up codes ONLY when they are in the In service or After service statuses. If an agent transfers a call, the system also transfers the call processing card, so another agent can change the wrap-up code if needed.

Note

Call history and reports display the defined wrap-up codes.