User Guide

This document describes how to use WrapUp Gadget, it is used to apply WrapUp codes during or after the Call, Email and Chat, and it is intended for end-users of the WrapUp gadget.

Conventions

This manual uses the following conventions.

Wrapup Gadget

Introduction

There are three interaction types in Wrapup gadget, names of interaction types are Voice, Email, and Chat

Firstly, Voice interaction type is used for calls like call arrives on finesse interaction type Voice automatically selected agent selects wrap up code during and after the call end, for the call end agent have to give the WrapUp code during Wrapup time.

Second interaction type is Email, as the Email receives on the finesse the interaction type Email  automatically selected and dropdown fills with the Email id of the customer after that agent can select the WrapUp code during Email or after reply to an Email.

Third interaction type is Chat, as the Chat receives on the finesse the interaction type Chat automatically selected and dropdown fill with the customer name after that agent can select the Wrapup code during Chat or after the end of Chat.  

The process of applying  Wrapup codes through the Wrapup gadget includes, Agent selects the Outcome then  Agent have to select the Category relevant Wrapup codes appear for that Category, Agent clicks on Wrap up code select as many Wrapup as required Agent Click on Apply button in order to apply the Wrap -up code. 

Recommended Hardware

Recommended Software

Interaction Types 

There are three interaction types of a Gadget

• Voice

• Email

• Chat

These interaction types automatically selected depending upon the situation

Outcome

Agent can select the one Outcome at a time. 

Category

Agent can select the Category, agent can select  one Category at a time 

Wrapup 

Agent can select one or multiple Wrapup codes at a time it is written that (number) selected.

Apply

After selecting Outcome, Category and Wrapup Agent can click on apply button.if data store in DB then APPLIED button turn green.

Agent State Changes

Not ready state

Agent should go to not ready state if s(he) select the Not Ready checkbox  and selected the reason code and click on Apply button

Case 1:

Let’s suppose the call arrives on a finesse, the agent selects the Not Ready checkbox appropriate reason code also selected. Agent then selects the Outcome, Category and WrapUp and clicks on the Apply button and ends call. Agent state changes to Not Ready.  

Call => End Call => Not Ready Sate 

Ready state after call

 If the agent pushes the code during the call then s(he) will go to a ready state after the call. If agent did not push the code during call, agent should go in wrapup state after call and go to ready state if push the code in Wrapup state.

Case 1:

Let's suppose the call arrives on a finesse. Agent selects the Outcome, Category and WrapUp and clicks on the Apply button and ends call. Agent state changes Ready.  

Call => Apply code => End Call => Ready 

Case 2:

Let's suppose the call arrives on a finesse. Agent doesn’t select the Outcome, Category and WrapUp and ends call. Agent state changes Wrapup then Agent selects the Outcome, Category and WrapUp, clicks on Apply button during Wrapup state  then agent’s state changes to Ready 

Call => End Call => Wrapup => Apply code => Ready

Case 3:

Let's suppose the call arrives on a finesse. Agent doesn’t select the Outcome, Category and WrapUp and ends call. Agent state changes Wrapup then Agent again doesn’t select the Outcome, Category and Wrapup during Wrapup state. Wrapup time over then  the agent’s state changes to Ready 

 Call => End call => Wrapup => Ready

Not Ready for Chat and Email

If agent ends chat and did not apply WrapUp code then state changes from Ready for Chat and Email to Not Ready for Chat and Email State
Case1.

 Receive Chat=>End chat=>Not Ready for Chat and Email

If agent replies to email and did not apply code then state changes  from Ready for Chat and Email to Not Ready for Chat and Email
Case2. Receive Email=> Send Email=>Not Ready For Chat and Email

Ready for Chat and Email

If an agent receives a chat then apply WrapUp code and ends chat. State remains Ready for Chat and Email
Case1.  Receive Chat=>Apply Code=>End chat=> Ready for Chat and Email

If an agent receives an email then apply WrapUp code then replies to an email. State remains Ready for Chat and Email
Case2. Receive Email=>Apply Code=>Send Email=> Ready For Chat and Email

Transfer Call 

For transfer calls, both the agents can apply the code against the same call.
Call on Agent A => Transfer the call to B => Wrapup = > End
Transfer call lands on Agent B => Call End = > Wrapup => End

Conference Call

For a Conference call between two agents, both the agents can apply the code against the same call.
Call on Agent A => Conference call to B => Both Apply WrapUp Codes = > Both end call

Outbound Call

Agents can use the same gadget for outbound calls too. All wrapup codes are shown for outbound calls.