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Wrap up codes?

Unanswered Question
Jul 22nd, 2013
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In Cisco Agent desktop - agents are allowed to multi select wrap up codes?  Only one is written to the database.  does anyone know if it is possible to write more than one wrap code at the end of the agents call?        and have it written?         

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Anthony Holloway Mon, 07/22/2013 - 11:30
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The wrap up code feature is a single value feature.


Two alternative solutions are:


1) Combinations of wrapup codes:  E.g., Internet, TV, Phone, Billing, Support, InternetBilling, TVBilling, PhoneBilling, InternetSupport, TVSupport, PhoneSupport


2) Use menu's in the IVR and write the outcome to the Custom Call Variables.  E.g., For Internet Press 1, For TV Press 2, For Phone Press 3 [customer presses 1], For Billing Press 1, For Support Press 2 [customer presses 2]  Now you write InternetSupport to the Custom Call Variables.  This leaves your Agents to select more generic wrap up codes which pertain to the end result of the call.  E.g., Resolved, Unresolved, Wrong Dept, Escalated


Anthony Holloway

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