Cisco Cisco Agent Desktop 9.0 Betriebsanweisung
Cisco Agent Desktop—Browser Edition User Guide
34
September 2011
Wrap-up Data
Contact centers use wrap-up data for numerous reasons, including tracking the
frequency of specific activities or identifying accounts to which calls should be
charged. Like reason codes, wrap-up data descriptions are configured by your
administrator to reflect the needs of your contact center. Your administrator can
configure CAD-BE so that you are required to enter wrap-up data.
frequency of specific activities or identifying accounts to which calls should be
charged. Like reason codes, wrap-up data descriptions are configured by your
administrator to reflect the needs of your contact center. Your administrator can
configure CAD-BE so that you are required to enter wrap-up data.
If you are required to use wrap-up data, whenever your state changes to Work Ready
or Work Not Ready immediately after you end a call, the Select Call Wrap-up dialog
box appears (
or Work Not Ready immediately after you end a call, the Select Call Wrap-up dialog
box appears (
). (This occurs when you click the Work Ready or Work Not
Ready button during a call.) You must select the appropriate description from the
dialog box and click OK or press Enter to complete the transition.
dialog box and click OK or press Enter to complete the transition.
Figure 10.
Wrap-up data dialog box