Initiate wrap-up during an active call

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.

Before you begin

The ICC for voice is integrated, and the CCaaS administrator has configured and enabled agent-initiated wrap-up.

Role required: agent

About this task

The following is a high-level overview of how an agent initiates wrap-up during an active call. The agent is handling an active call in the Agent Workspace via the ICC.

Procedure

1. Select Open Wrap-Up in the active call controls.
   The CCaaS platform receives the wrap-up event and returns the available wrap-up codes. The wrap-up modal opens in the agent's Workspace.
2. In the wrap-up modal, select the appropriate wrap-up code and enter summary notes and comments.
3. Review the entries and submit the wrap-up.
   A confirmation appears in the workspace and the data is saved to the system of record immediately, even while the call remains active.

Result

The call remains active and the agent continues the call normally.

Note:

Agents can initiate wrap-up even if the current call flow does not have mandatory wrap-up configured.