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

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