Configuring wrapup settings

Company administrators can define how calls are wrapped up by agents. These settings apply to both inbound calls to the queue and outbound calls from the queue.

Company administrators can specify the classifications that can be selected by agents handling calls for this queue and set whether or not calls must be classified. They can also configure several other parameters that can be applied to calls during the wrapup process.

Configure wrapup settings #

1. Click Call Handling > Queues on the menu bar and a list of the call queues that are currently defined is displayed
2. Select (or add) the appropriate call queue
3. Click the Wrap-up tab
4. Expand the Classification List dropdown list and select the call outcomes under which agents will be able to classify calls either during call wrapup or during the call itself
   • The classifications are defined under Data > Classifications on the menu bar.
5. To enable agents to enter information about the outcome of the call, tick the Enable Free Text Classification Code checkbox
   • The agent can enter alphanumeric text up to 100 characters. By default, this checkbox is unticked (disabled).
6. Expand the Make These Classifications Mandatory dropdown list and select whether both, one or neither classification requirements need to be met before completing the call wrapup. One of:
   • None – Agents do not have to classify calls before completing the wrapup
   • Classifications – Agents must select a classification from the dropdown list before completing the wrapup but do not need to enter information
   • Free Text Classification – Agents must enter information about the outcome of the call before completing the wrapup, but do not need to select a classification from the dropdown list
   • Both – Agents must both select a classification from the dropdown list and enter information before completing the wrapup.

Note: You can only select Free Text Classification or Both if you have also ticked the Enable Free Text Classification Code checkbox.

To automatically apply a call wrapup time to inbound calls:

1. Tick the Enable Inbound Call Wrap-Up Time checkbox. If you do not want to apply a call wrapup time to inbound calls, leave the checkbox unticked.
   • The wrap-up time applies to inbound calls only
2. For Inbound Call Wrap-up Time, specify the maximum number of seconds that an agent has in which to classify the inbound call and complete the record of the call in Contact’s built-in or external CRM. The default value is 60 seconds
   • Agents can either extend their inbound call wrapup time by a fixed increment as defined by the administrator (Inbound Call Wrap-up Extension Time) or end the wrap-up phase early via their web interface
3. For Inbound Call Wrap-up Extension Time, specify the (maximum) extra number of seconds that an agent has in which to wrap up an inbound call. The default value is 60 seconds
4. For Inbound Call Wrap-up Extensions, specify the (maximum) number of times that an agent can extend their inbound call wrapup. The default value is three times. If this limit is reached, the Extend button on the Agent Portal is disabled

To automatically apply a call wrapup time to outbound calls:

1. Tick the Enable Outbound Call Wrap-Up Time checkbox. If you do not want to apply a call wrapup time to outbound calls, leave the checkbox unticked.
   • The wrap-up time applies to outbound calls only
   • This checkbox is disabled unless the Allow outbound calls to be made from the group checkbox (Outbound/Transfer tab for call queues) is ticked
2. For Outbound Call Wrap-up Time, specify the maximum number of seconds that an agent has in which to classify the outbound call and complete the record of the call in Contact’s built-in or external CRM. The default value is 60 seconds.
   • Agents can extend their outbound call wrapup time by a fixed increment defined by the administrator (Outbound Call Wrap-up Extension Time) or end the wrap-up phase early via their web interface
3. For Outbound Call Wrap-up Extension Time, specify the (maximum) extra number of seconds that an agent has in which to wrap up an outbound call. The default value is 60 seconds.
4. For Outbound Call Wrap-up Extensions, specify the (maximum) number of times that an agent can extend their outbound call wrapup. The default value is three times. If this limit is reached, the Extend button on the Agent Portal is disabled.

Click Save Changes

Definitions #

• Classification List: The call outcomes under which agents will be able to classify calls either during call wrapup or during the call itself.
• Enable Free Text Classification Code: Whether or not agents will be able to enter information about the outcome of the call. The agent can enter alphanumeric text up to 100 characters.
• Make These Classifications Mandatory: Whether both, one or neither classification requirements need to be met before completing the call wrapup.
  • None – Agents do not have to classify calls before completing the wrapup
  • Classifications – Agents must select a classification from the dropdown list before completing the wrapup but do not need to enter information
  • Free Text Classification – Agents must enter information about the outcome of the call before completing the wrapup, but do not need to select a classification from the dropdown list
  • Both – Agents must both select a classification from the dropdown list and enter information before completing the wrapup.

Note: You can only select Free Text Classification or Both if you have also ticked the Enable Free Text Classification Code checkbox.

• Enable Inbound Call Wrap-Up Time: Whether or not the specified Inbound Call Wrap-up Time is applied automatically. The wrap-up time applies to inbound calls only.
• Inbound Call Wrap-up Time: The maximum period (in seconds) that an agent has in which to classify the inbound call and complete the record in the Contact Centre’s CRM database. Agents can extend their inbound call wrap-up time by a fixed increment defined by the administrator (Inbound Call Wrap-up Extension Time) or end the wrap-up phase early via their web interface.
• Inbound Call Wrap-up Extension Time: The (maximum) extra number of seconds that an agent has in which to wrap up an inbound call.
• Inbound Call Wrap-up Extensions: The (maximum) number of times that an agent can extend their inbound call wrapup. If this limit is reached, the Extend button on the Agent Portal is disabled.
• Enable Outbound Call Wrap-up Time: Whether or not the specified Outbound Call Wrap-up Time is applied automatically. The wrap-up time applies to outbound calls only.
• Outbound Call Wrap-up Time: The maximum period (in seconds) that an agent has in which to classify the outbound call and complete the record in the contact centre’s CRM database. Agents can extend their outbound call wrap-up time either by a fixed increment defined by the administrator (Outbound Call Wrap-up Extension Time) or end the wrap-up phase early via their web interface.
• Outbound Call Wrap-up Extension Time: The (maximum) extra number of seconds that an agent has in which to wrap up an outbound call.
• Outbound Call Wrap-up Extensions: The (maximum) number of times that an agent can extend their outbound call wrapup. If this limit is reached, the Extend button on the Agent Portal is disabled.

For more information on queues please refer to the Queues section of the Knowledge Base.