Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Wrap-up data descriptions are used by contact centers for purposes such as 
tracking the frequency of different activities and identifying the account to which to 
charge a call, among others. Wrap-up data is set up and maintained, and automated 
state changes are enabled, using the Wrap-up Data window.

There is no limit on how many wrap-up data descriptions can be set up for CAD and 
CAD-BE. IP Phone Agent has a limit of 100 wrap-up data descriptions.

NOTE:  Changes in wrap-up data appear in Agent Desktop 
immediately. CAD-BE agents must log out, exist, and restart the 
application for changes to take effect.

Global wrap-up data descriptions are created and assigned using the Wrap-up Data 
under the Work Flow Configuration node. Work flow group wrap-up data descriptions 
are created and assigned using the Wrap-up Data node under the specific work flow 
group’s node (see Figure 40).

In Agent Desktop, CAD-BE, and IP Phone Agent, the agent selects the appropriate 
wrap-up data description at the beginning of the wrap-up work time for a call. The 
value the agent selects appears in the Termination_Call_Detail record for the call in 
the ICM database.

IP Phone Agent is limited to a maximum of 100 wrap-up data descriptions. 

Global wrap-up data node

Work flow group wrap-up data node