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Wrap-Up Codes

Topic Detail
Navigation Admin → Contact Center → Wrap-Up Codes
Purpose Allow agents to categorize the outcome of each interaction for reporting, analytics, and quality
Scope Created globally at org level — must also be assigned to each queue individually

Overview

Wrap-up codes are disposition tags agents apply at the end of each interaction to classify what happened (e.g., Resolved, Escalated, Follow-up Required, Technical Issue). They feed directly into:

  • Historical analytics and reports
  • Quality evaluations
  • Workforce management data
  • Contact reason tracking

Creating Wrap-Up Codes

  1. Navigate to Admin → Contact Center → Wrap-Up Codes
  2. Click Add
  3. Enter a Name (e.g., Resolved, Escalated, Follow-up Required)
  4. Select a Division — controls which admins can manage this code
  5. Click Save

Assigning Wrap-Up Codes to a Queue

Codes must be added to each queue individually — creating them globally is not enough.

  1. Navigate to Admin → Contact Center → Queues
  2. Open the queue
  3. Click the Wrap-Up Codes tab
  4. Click + or use the search box
  5. Add the required codes
  6. Click Save

⚠️ Critical: If wrap-up codes are not assigned to the queue, agents cannot tag their interactions — even if the codes exist in the system globally.

Best Practices

Practice Reason
Keep code names clear and consistent Improves reporting accuracy and agent usability
Limit the number of codes per queue Too many choices slow agents during ACW
Use division assignment Restricts management to appropriate admin teams
Review codes periodically Remove outdated codes to keep reporting clean
Align codes with business reporting needs Ensures data collected matches what leadership tracks

Interview Cheat Sheet

Question Answer
Where are wrap-up codes created? Admin → Contact Center → Wrap-Up Codes
Where are they assigned for use? In each queue's Wrap-Up Codes tab
What happens if codes aren't assigned to the queue? Agents cannot tag interactions, even if codes exist globally
What do wrap-up codes feed into? Analytics, historical reports, quality evaluations, WFM data
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