Configure agent-initiated wrap-up

  • Release version: Australia
  • Updated June 18, 2026
  • 1 minute to read

    • Enable the agent-initiated wrap-up option and define the wrap-up codes that agents can select during an active call.

    Before you begin

    The ICC for voice is integrated with a supported CCaaS platform.

    Role required: CCaaS administrator

    About this task

    The following is a high-level overview of how a CCaaS administrator configures agent-initiated wrap-up in the ServiceNow instance.

    Procedure

    1. Navigate to Integration > Wrap-Up Configuration in the ServiceNow instance.
    2. Create or open an existing wrap-up configuration for the relevant external channel.
    3. Enable the agent-initiated wrap-up option and define the wrap-up codes that agents can select during a call.

    Result

    Agents can select Open Wrap-Up during an active call and submit the configured wrap-up codes.

    Note:
    Agent-initiated wrap-up applies only to supported CCaaS integrations. Call flows on unsupported platforms do not surface the Open Wrap-Up control, even if the configuration is enabled.