Interaction wrap up with modeless dialog in Service Operations Workspace
Summarize
Summary of Interaction Wrap Up with Modeless Dialog in Service Operations Workspace
The Interaction Wrap Up feature in Service Operations Workspace allows agents to finalize details after customer conversations. This dedicated time helps agents complete essential tasks before engaging with new customers, ensuring quality service delivery.
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Key Features
- Wrap Up State: Transitions interaction records from Work In Progress to Wrap Up state, allowing agents to manage their workload efficiently.
- Modeless Dialog: When enabled, this dialog appears during the wrap-up period, provided the interaction record is assigned to the user with the interactionadmin role.
- Wrap Up Timer: A countdown timer indicates the time remaining for wrap-up. Background colors change as time decreases, signaling urgency.
- Wrap Up Codes: Agents can select codes to categorize the interaction resolution and add notes for additional context.
- Segment Records: Wrap-up data is saved in segment records, allowing multiple agents to document wrap-up information for the same interaction.
- Configuration Options: System administrators can create wrap-up codes, configure timers, and manage settings for the wrap-up process.
Key Outcomes
With the Interaction Wrap Up feature, agents can enhance their productivity by efficiently documenting customer interactions. This leads to improved service consistency and enables better record-keeping, ultimately enhancing customer satisfaction and team collaboration.
Interaction wrap up provides agents with dedicated time after each call or chat to finalize interaction details. Agents can use this time to wrap up their work before starting a new conversation.
When interaction wrap up is enabled, an interaction record moves from the Work In Progress state to the Wrap Up state at the end of a customer conversation. This configurable period of time enables agents to complete tasks such as posting work notes and updating record information before moving on to assist other customers.
While in the Wrap Up state, an agent’s capacity is not reduced until the state of the interaction moves to Closed Complete.
Wrap-up modeless dialog
When wrap-up codes are enabled in the Interaction Wrap Up Configuration record, the modeless dialog is shown during the wrap-up period.
| Wrap up timer |
Time left before the modeless dialog closes. If the timer expires before submitting, wrap-up data is saved with the default code and no notes. The background color changes as the seconds count down, depending on the duration of time remaining (100% to 50% is green, 50% to 25% is yellow, 25% to 0% is red). |
| Wrap up code | Select a wrap-up code relating to how the interaction was resolved. |
| Notes | Enter additional information about the interaction. |
When the wrap up submission is complete, the data is saved in a segment record and the state of the interaction changes to Closed Complete.
Wrap-up segment record
Interaction wrap-up data is stored in segment records in the Interaction Wrap Up Segment [interaction_wrap_up_segment] table. Segments can include multiple wrap-ups per interaction. For example, when one agent transfers an interaction to another agent, each agent can complete a wrap-up for the same interaction record.
Interaction wrap up configuration
- Create wrap-up codes (in the Interaction Wrap Up Codes table)
- Configure wrap-up timer and wrap-up codes (in the Interaction Wrap Up Configuration record)
- Configure the display and duration of the wrap-up timer
- Enable wrap-up codes, set a default, and select the codes available to agents in the modeless dialog