Contents

Wrap Up Codes

The Wrap Up Codes Report displays statistics for completed interactions, summarized by group, including: Wrap-up code, Queue, User, or Date. The flexibility in creating this report allows the User to display the groups in any order or not include a group in the report. The report also allows the User to choose to display interaction details. The statistics displayed in this report include:

Wrap-up code
Queue
User
Date
Wrap-up Time
Total Interactions
Total Duration
Average Duration
Number of Outbound Interactions
Outbound Duration
Average Outbound Duration
Number of Inbound Interactions
Inbound Duration
Average Inbound Duration
Optional Interaction Details

Parameters

The following parameters can be specified for the Wrap Up Codes report:

Date Range
Queue
UserID
WrapUp Code
Display Interaction Detail
Group Selection and Order

Parameter Descriptions

Parameter	Parameter Type	Required/Optional	Description
Date Time Range	Filter	Required	The date and time range bounds
Queue	Filter	Optional	The queue to filter by
UserID	Filter	Optional	The User ID to filter by
WrapUp Code	Filter	Optional	The Wrap-up code to filter by
Group Order	Format/Informational	Optional	Select the groups to be displayed in the report.
Display Interaction Detail	Format/Informational	Optional	This parameter allows you to display interaction details. Select Yes to show the details in the report.

Sample report

Click on the images below to view a sample of this report.

Report Element Descriptions

Report Element	Database Column or Computation	Details
WrapUpCode	InteractionWrapup.WrapupCode	Wrap-up code is displayed in the report as the group name. Note There are two system wrap-up codes for call segments that end in a transfer, requiring a wrap-up code. These two wrap-up codes do not appear in Interaction Administrator, but they do appear in reporting and review of interactions. These are the wrap-up codes: "~~WRAPUP-CONSULT" that is used for call segments which end in consult transfers "~~WRAPUP-TRANSFER" that is used for call segments which end in blind transfers
Queue	InteractionWrapup.WorkgroupID	Work group ID is displayed in the report as the group name.
User	InteractionWrapup.icuserid	User name is displayed in the reports as the group name
Date	InteractionWrapup.WrapupStartDateTimeUTC	Date is displayed in the report as the group text
Interaction ID	InteractionWrapup.SourceInteractionIDKey	Displays the Interaction ID in the report
Wrap-Up Time	InteractionWrapup.WrapupStartDateTimeUTC	Displays the time of the wrap up
Total Interactions	Count of InteractionWrapup.WrapupCode	Displays the number of wrap up code records for Wrap Up Code/Work group ID/User/Date
Total Duration	Sum of InteractionWrapup.tConnected	Displays the sum of total duration of wrap up codes for a particular group. For the details section, it is the duration of the wrap up. All calculations are in seconds.
Avg. Duration	Average duration = (Total Duration / Total Interactions)	Average duration. This field is not shown in detail section.
Outbound Interactions	Count of InteractionWrapup.WrapupCode where InteractionSummary.Direction = 2	Displays the number of outbound wrap-up code records when the interaction summary direction is outbound
Avg. Out Duration	Average out duration = (Total out Duration / Total Interactions) where InteractionSummary.Direction = 2	Displays the average duration of wrap-up code records when the interaction summary direction is outbound. This field is not shown in the detail section.
Inbound Interactions	Count of InteractionWrapup.WrapupCode where InteractionSummary.Direction = 1	Displays the number of inbound wrap-up code records when the interaction summary direction is inbound
Inbound Duration	Sum of InteractionWrapup.tConnected where InteractionSummary.Direction = 1	Displays the sum of total duration of inbound wrap-up codes for a particular group. For details section, it is the duration of the wrap up. All calculations are in seconds.
Avg. In Duration	Average in duration = (Total in Duration / Total Interactions) where InteractionSummary.Direction = 1	Displays the average duration of wrap-up code records when the interaction summary direction is inbound. This field is not shown in the detail section.

Stored Procedure

sprpt_WrapupSummary3

Tables/Views

InteractionWrapup
InteractionSummary