---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Call Wrap-Up

# Call Wrap-Up {#ariaid-title1}

Release version: Australia  
Updated May 13, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Call wrap-up enables agents to open the wrap-up modal, select wrap-up codes, and submit summary notes during an active call, so that call context is captured in real time.

## Call Wrap-Up overview {#initiate-agent-wrap-up-during-active-call__initiate-agent-wrap-up-during-active-call-overview}

Agent-initiated wrap-up extends the Interaction Controls Component (ICC) to give agents direct control over the wrap-up workflow during an active call. Traditionally, wrap-up is triggered automatically after a call ends. This feature changes that model by
allowing agents to open the wrap-up modal while the call is still in progress.{#initiate-agent-wrap-up-during-active-call__initiate-agent-wrap-up-during-active-call-overview-p1}

When an agent selects Open Wrap-Up in the active call controls, the CCaaS platform receives a wrap-up event and returns the appropriate wrap-up codes for
that call. The wrap-up modal opens in the agent's Workspace, where the agent can select a wrap-up code and enter summary notes and comments. The submitted data is saved to the system of record immediately, even while the call remains active.{#initiate-agent-wrap-up-during-active-call__initiate-agent-wrap-up-during-active-call-overview-p2}

Agents handling complex or sensitive calls can use this feature to record context as it happens rather than rely on post-call recall, which reduces the risk of incomplete or inaccurate notes. Agents can also initiate wrap-up for call
flows that do not have mandatory wrap-up configured, ensuring that notes and codes can be submitted regardless of call type.

Agent-initiated wrap-up is available when the ICC for voice is integrated and the CCaaS administrator has configured and enabled the feature in the ServiceNow instance.{#initiate-agent-wrap-up-during-active-call__initiate-agent-wrap-up-during-active-call-overview-p3}

For more information, see [Interaction wrap up](https://www.servicenow.com/docs/access?context=interaction-wrap-up-state&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) and [Create an interaction wrap-up configuration](https://www.servicenow.com/docs/access?context=create-interaction-wrap-up-config&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).

## Benefits {#initiate-agent-wrap-up-during-active-call__initiate-agent-wrap-up-during-active-call-benefits}

Agent-initiated wrap-up provides the following benefits:{#initiate-agent-wrap-up-during-active-call__initiate-agent-wrap-up-during-active-call-benefits-p1}

Real-time context capture
:   Agents can record wrap-up codes and notes during the call, reducing reliance on post-call recall and improving the accuracy of submitted data.

Reduced after-call work time
:   Submitting wrap-up data before the call ends shortens the time agents spend on wrap-up tasks after the call disconnects.

Improved note accuracy
:   Agents handling complex or sensitive calls can document context as it happens, reducing the risk of incomplete or inaccurate notes.

See: [Configure agent-initiated wrap-up](https://www.servicenow.com/docs/spMV0EvggUOtPT2yG1jdRQ "Enable the agent-initiated wrap-up option and define the wrap-up codes that agents can select during an active call.") and [Initiate wrap-up during an active call](https://www.servicenow.com/docs/pYCIkkWmtkWDo8sQXxoXIg "Open the wrap-up modal, select a wrap-up code, and submit summary notes during an active call so that call context is captured in real time.").