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Wrap Up Codes Report

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

  • 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 for Date and Total Duration

Parameters

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

  • Date Range

  • Queue

  • User List

  • WrapUp Code

  • Display Interaction Detail

  • Group Order

Sample report

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

 

 

Report Element Descriptions

Report Element

Database Column or Computation

Wrap-Up code

WrapUpCode

Date/Time

WrapupStartDateTimeUTC

Duration

tConnected

User ID

icuserid

Workgroup ID

WorkgroupID

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

 

Stored Procedure

  • sprpt_WrapupSummary2

  • sprpt_WrapupSummary_count2

 

Tables

  • InteractionWrapup

  • InteractionSummary