Wrap up configuration

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 3분

    • Set up the wrap up configuration.

    시작하기 전에

    Role required: admin

    프로시저

    1. Navigate to All > Interaction > Wrap Up Configuration.
      The Interaction Wrap Up Configurations screen appears.
    2. If this is the first time you are setting up the wrap up configuration
      1. Select Wrap Up for Chat Interactions.
      2. On the Wrap Up for Chat Interactions screen, select Active.
      3. Select Update or configure other options on the screen.
    3. Do one of the following:
      • To edit an existing record, select the name of the record.
      • To create a new record, select New.
    4. Fill in the fields:
      Field Description
      Name Name of the wrap up configuration.
      Application
      Table
      Active Indicates whether wrap up is enabled.
      Order Value of this configuration relative to the other configurations.
      Conditions Set the conditions that define the class of interactions that use this configuration.
    5. In the Duration tab, configure the wrap up duration settings:
      • Enforce wrap up duration - if selected, the agent will have a limited length of time (defined in the Duration in seconds field) to enter wrap up information.
      • Show duration to agent - this field appears only if you selected Enforce wrap up duration and indicates whether the wrap up duration displays on the screen for the agent.
      • Duration in seconds - this field appears only if you selected Enforce wrap up duration and defines the length of time (in seconds) that the agent has to wrap up the interaction.
    6. In the Codes tab, configure the wrap up codes:
      • Enable wrap-up codes - if selected, the agent can enter pre-defined wrap up codes when they close an interaction.
      • Default wrap-up code - this field appears only if you selected Enforce wrap up codes and indicates the default wrap up code.
      • Allowed wrap-up codes - this field appears only if you selected Enforce wrap up codes and lists all of the wrap up codes that an agent can use.
    7. Select Update if you are updating an existing configuration or Submit if you are creating a new configuration.