Cisco Cisco Agent Desktop 8.5 Mode D'Emploi

Agent Desktop can be configured by the system administrator so that you are 
required to enter wrapup data.

Contact centers use wrapup data for purposes such as tracking the frequency of 
different activities or identifying the account to which to charge a call, among 
others. Like reason codes, wrapup data descriptions are set up by your system 
administrator to reflect the needs of your contact center. 

If you transition to the Work Ready or Work Not Ready state immediately after 
ending a call (you clicked the Work Ready or Work Not Ready button during the 
call), the Select Call Wrapup dialog box appears (see 

). You must 

select the appropriate description that sums up the call outcome and click OK 
before you can continue.

If a state timer is set in ICM, it is possible that the timer will expire 

and the Select Wrapup Data dialog box will disappear before you have 
made a selection. In that case, no wrapup data will be entered for that call.