UCCX 7.0 default wrap up code

Answered Question
Oct 28th, 2009

If an agent fails to chose a wrap up reason within the time specified, is any reason code selected?

I want to be able to report on calls with no reason code selected by the agent.

Regards,

Brian

I have this problem too.
0 votes
Correct Answer by Anthony Holloway about 7 years 1 month ago

Wrap Up Codes are not manditory. In fact, as an Administrator, you can configure a time limit for how long the Agent has to choose one. This is done with the Wrap Up Timer on the CSQ configuration page.

Here is a short screen cast of this timer in use, and what the resulting report looks like.

http://www.youtube.com/watch?v=ZAu08Bs0AC0

Correct Answer by Abdulbaseer Mohammed about 7 years 1 month ago

Wrap up and reason codes are mandatory. I don't think an agent can move to the next state without selecting or agreeing to pre selected reason codes.

Only time they cannot make the selection is when Supervisor forces an agent then the forced reason code will apear in the report.

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Correct Answer
Abdulbaseer Mohammed Mon, 11/02/2009 - 00:15

Wrap up and reason codes are mandatory. I don't think an agent can move to the next state without selecting or agreeing to pre selected reason codes.

Only time they cannot make the selection is when Supervisor forces an agent then the forced reason code will apear in the report.

brian1mcc Wed, 11/04/2009 - 06:07

Thanks for that, the agent can not move to the next state without selecting a wrapup code.

Correct Answer
Anthony Holloway Wed, 11/04/2009 - 15:05

Wrap Up Codes are not manditory. In fact, as an Administrator, you can configure a time limit for how long the Agent has to choose one. This is done with the Wrap Up Timer on the CSQ configuration page.

Here is a short screen cast of this timer in use, and what the resulting report looks like.

http://www.youtube.com/watch?v=ZAu08Bs0AC0

vincent.morton Wed, 10/17/2012 - 04:01

I agree with Anthony, if the agent doesn't select a wrap-up code during the configured wrap-up time, the pop-up box disappears and the agent is returned to the next state, as determined by the config. I've seen this on both UCCX v7 and v8 systems.

Anthony Holloway Wed, 10/17/2012 - 07:53

Thanks Vincent.  Almost three years later, and unfortunately the wrong answer is still selected as the correct one.  Sigh...

Anthony Holloway

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brian1mcc Wed, 10/17/2012 - 08:50

I overlooked this - I've marked your answer as correct Anthony, not sure how to remove the wrong answer though.

Brian

Anthony Holloway Wed, 10/17/2012 - 13:05

I was being semi-sarcastic, but thank you for that, because it/you gave 5 points, which makes my graph trend upwards.

Anthony Holloway

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