Configure wrap-up codes for email interactions

Configure internal wrap-up codes that agents use to categorize email interactions when closing them. Wrap-up codes work with both AWA-routed and CCaaS-routed email interactions.

Before you begin

Default wrap-up codes are read-only. The system uses ACLs to restrict list-edit operations and data policies to restrict edits in form view. You can’t configure multiple default wrap-up codes for different use cases. For more information on wrap-up codes, see Wrap-up codes for email interactions.

Role required: admin

Procedure

1. Navigate to All > Interaction > Wrap Up Codes.
2. Select New.
3. Enter the required details.
4. Select the Active check box.
5. Select Submit.

Result

The wrap-up code is created. To make it available to agents, associate it with the email interaction wrap-up configuration. See Associate wrap-up codes with email interactions.