Apply Wrap-up and Add Notes

A wrap-up is a concluding note added to the conversation that helps the business to know what the conversation was about. Expertflow CX agents can provide wrap-ups to conversations that they handle, during or after the conversation.

Add Wrap-up

Agents can Apply wrap-ups to a conversation by clicking the notes icon wrap-up icon.png on the control toolbar. A wrap-up dialogue box with the customer name will appear where wrap-up categories and reasons are listed as defined by the system administrator. The agent will choose a category and a reason that best matches the conversation with the customer.

The agent can add a maximum of five wrap-ups in a single Wrap-up activity. However, more wrap-ups can also be added with additional wrap-up activities.

When agent leaves the conversation, the wrap-up window displays any previously selected wrap-up codes, even when the agent chooses “Leave Without Wrap-up”.

wrapup 3.png — Leave Conversation Add Wrapup

Specify Wrap-up code(s)

In case of voice, agents can perform after-call work within a limited wrap-up duration before getting ready to receive the next call.

Add Notes

After applying wrap-ups, agents add notes to summarise what the conversation was all about. The wrap-up and notes in the conversation are available as independent activities in the Conversation view.

Notes can also be added independently at any time.

Wrap-up Timer

A wrap-up feature is already there in the application but it is not time-framed

CX now introduces a wrap-up timer as an important metric to measure the agent’s productivity. This feature limits the agent to wrap up the conversation within the configured time. The system shows a timer to the agent to wrap up the current conversation within the configured time.

The wrap up time is configurable and can set the configurations. By default, it is set to 60 seconds.
The admins can define Wrap-up reasons as defined in the unified admin

Workflow
A wrap-up window pops up whenever a conversation is closed from either side. The wrap-up timer can be seen on the right-hand side. Pre-defined wrap-up reasons are displayed here. The agent can choose any suitable reason for the conversation and add some notes.

A success message is shown as soon as the agent enters the wrap-up.

If the agent leaves without adding the wrap-up, the timer will disappear/expire, the conversation will be automatically closed without any Wrap-up reasons as it is still optional.

How to configure Wrap-up Timer

To trigger the wrap-up workflow automatically at the end of a session, change IS_WRAP_UP_ENABLED to true (if not false) in configMaps/ef-common-environment.yaml file. Also, to change the wrap-up expiry time (by default 60s) change the WRAPUP_TIME variable in configMaps/ef-common-environment.yaml file. To apply the changes, restart the conversation manager and agent manager pods.

When enabled, agents will automatically see the wrap-up dialogue opened when :

all channel sessions are closed and the customer has left
the agent has left

When the agent leaves a conversation, the assigned task state changes to Wrap-up.
When all channel sessions are closed, the conversation state will also be changed to Wrap-up.

The task and the conversation state go to Wrap-up only if the Wrap-up time is enabled in settings.