Call Wrap-Up

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

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.

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.

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.

For more information, see Interaction wrap up and Create an interaction wrap-up configuration.

Benefits

Agent-initiated wrap-up provides the following benefits:

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.

Agent workflow

The following is a high-level overview of how an agent initiates wrap-up during an active call:

1. The agent is handling an active call in the Agent Workspace via the ICC.
2. The agent selects Open Wrap-Up in the active call controls. The CCaaS platform receives the wrap-up event and returns the available wrap-up codes.
3. The wrap-up modal opens. The agent selects the appropriate wrap-up code and enters summary notes and comments.
4. The agent reviews the entries and submits the wrap-up. A confirmation appears in the workspace and the data is saved to the system of record.
5. The call remains active. 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.

Administrator workflow

The following is a high-level overview of how a CCaaS administrator configures agent-initiated wrap-up:

1. The administrator navigates to Integration > Wrap-Up Configuration in the ServiceNow instance.
2. The administrator creates or opens an existing wrap-up configuration for the relevant external channel.
3. The contact centers can enable the agent-initiated wrap-up option and define the wrap-up codes that agents can select during a call.

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.