Tagging and Wrap up

An agent can search, select and apply wrapups/disposition codes to inbound and outbound calls. The wrap up codes are displayed based on the category/skill (depending on the queue the call was directed to). 

An additional feature compared to the native wrap-up gadget (which appears only once the call ends), this gadget appears as soon as the call is connected to the agent, which allows the agent to assign wrap up reason at any time during the call. It also provides automatic wrapup code selections and a rapid wrapup code search.

Wrapup codes are linked to the customer interaction history of the Customer Interaction Module.

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