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WFO wrap codes

Good day all,

Other then user error, is there any reason why wrap codes would be reported for some queues but not all queues.  Or some calls within a queue, but not all calls in the same queue.

The agents state they use the wrap codes for all calls all the time.  We are seeing reports that shows missing wrap codes for some but not all queues and missing wrap codes within the queue.

If an agent goes beyond the wrap time before entering the wrap code, will this cause the wrap code to not be recorded?

Thanks,

Kevin

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