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Wrap-up Summary

Report SummaryProvides the count of conversations along with associated wrap-up category and reason

This report provides the count of conversations of a specific category along with the reason applied to this category for a particular date.

Basically, there is a category, a reason along with that category, and then there is a count.  The wrap-up category is a parent and multiple reasons will be available against that category. This helps the business to identify issues being faced on a particular date and its count. Administrators can apply filters for category, reasons, and date as per requirement.

In cases, when one or more agents join a conversation, they can add wrap-ups during the conversation.  Multiple agents can put the same wrap-ups. In this case, these will be counted as one. This all data is date-oriented.

Report Columns

Following are the report columns

Fields Description
DateShows the date.
Wrap-up CategoryShows the category to which a conversation lies.
Wrap-up ReasonShows the reason, agents have applied to a conversation.
ConversationsShows the count of conversations that are categorized with the specified reason.

Report Views

Tabular View

Shows four fields such as Date, Wrap-up Category, Wrap-up Reason, and Conversations.

Tabular View of Wrap-up Summary 

Category-wise Graphical View

shows the wrap-up category of each conversation 

Reason-wise Graphical View

shows the reasons applied to each category

Category and Reason-wise Graphical View

Report Filters

The following report filters are available:

  • Date: select the date for which you want to filter out the data
  • Wrap-up Category: select any one category and Apply Filter to view counts
  • Wrap-up Reason: shows the reason of each category to which a conversation has been wrapped-up. Select a reason or multiple reasons and Apply Filter  to view counts
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