I read the doc, and have tested Wrap Up codes. I was just wondering what are some real world examples of what people use them for?
I think the intended use would be for an agent to indicate what work they are about to complete after the call is over, such as Ticket Documentation, Faxing Paperwork, etc?
I was thinking it might be a nice way to classify calls, for statistical purpose. You could ask the agent to indicate what the call was about, so we could view those in reports?
Wrap up codes are used to describe the nature of the call that just happened.
Say you are on a help desk, here are some good examples of wrap up codes:
Outlook - Cannot Send/Recv
Outlook - Feature Question