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 outbound calls. Agents can easily access information on every call labeled with a wrap-up code and see the outcome of the interaction. As an administrator, you can create as many wrap-up codes as you need and group them into a set. After you create a set of wrap-up codes, it becomes available for agents in their workspaces.

Important

This section is only 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 - This code assumes that the callback to the customer is scheduled at the specified time.

  • Add to DNC list - This code means that the customer needs to be in the DNC list attached to the PDS campaign. From now on, this customer is filtered out of your calling campaign.

  • Closure success - This code finishes call processing activities and informs that the call ended successfully.

  • Closure neutral - This code finishes call processing activities and informs that the call ended with neutral or no output.

  • Closure negative - This code finishes call processing activities and informs that the call ended with negative output.

  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.