Import wrap-up codes

Import wrap-up codes from your contact center provider to ensure that each customer interaction is classified appropriately. For example, you can specify whether a call was for technical support, billing, or a product return.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Contact Center Integration Center > CCaaS Admin Console

   Figure 1. Admin console wrap-up codes import

   

2. Select a contact center provider to import wrap-up codes from.
3. Either fetch all wrap-up codes or search for specific wrap-up codes from the provider.
4. Import all the wrap-up codes or select individual wrap-up codes to import.
5. Tap Import selected to import the wrap-up codes.
6. Review the list of wrap-up codes to confirm that the import was successful.
   Note:

   Newly imported wrap up codes and wrap up codes that previously existed in your ServiceNow® instance are shown in two separate lists on the confirmation page.