Cisco Cisco Agent Desktop 8.5 Guia Do Utilizador

Wrap-up Data

January 16, 2013

91

Wrap-up Data

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 Agent 
Desktop and CAD-BE. IP Phone Agent has a limit of 100 wrap-up data descriptions.

NOTE:  Agent Desktop and CAD-BE agents must log out, exit, 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 node (

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 that the agent selects appears in the Termination_Call_Detail record for the call 
in the Unified ICM database.

Figure 44. 

Global and work flow group wrap-up data

Global 
Wrap-up 
Data node

Work flow 
group 
Wrap-up 
Data node