Agent Portal -- Wrap-up Codes

Wrap-up codes indicate the nature of an interaction. For example, a billing problem, a new order, or a service request. Wrap-up codes can be anything an administrator creates for your workgroup.

Agents can enter wrap-up codes during or after an interaction, depending on whether wrap-up codes are configured and activated. For more information, see Help in your CIC client.

In the Agent Portal, the Wrap-up Codes portlet displays the distribution of interactions by wrap-up code.  The distribution includes interactions for the specified workgroup and time period.