Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador
Wrap-up Data
September 9, 2013
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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 Agent Desktop 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 Agent Desktop 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. If desired, you can sort the
descriptions by clicking the column header.
and click OK or press Enter to complete the transition. If desired, you can sort the
descriptions by clicking the column header.
Figure 27.
Wrap-up Data dialog box