Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Wrap up codes?

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?         

Everyone's tags (4)
1 REPLY

Re: Wrap up codes?

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

Please use the star ratings to help drive great content to the top of searches.

Anthony Holloway

Please use the star ratings to help drive great content to the top of searches.
351
Views
0
Helpful
1
Replies
CreatePlease to create content