- Contents
Interaction Reporter Help
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:
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Wrap-up code
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Queue
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User
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Date
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Total Interactions
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Total Duration
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Average Duration
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Number of Outbound Interactions
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Outbound Duration
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Average Outbound Duration
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Number of Inbound Interactions
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Inbound Duration
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Average Inbound Duration
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Optional Interaction Details for Date and Total Duration
Parameters
The following parameters can be specified for the Wrap Up Codes report:
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Date Range
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Queue
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User List
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WrapUp Code
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Display Interaction Detail
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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
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sprpt_WrapupSummary2
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sprpt_WrapupSummary_count2
Tables
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InteractionWrapup
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InteractionSummary