# 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 |

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## 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

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## 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**

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## 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**

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/Ykg0Hq0LyygoxkpY-image-1772812120965.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/Ykg0Hq0LyygoxkpY-image-1772812120965.png)

> ⚠️ **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.

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## 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| Review codes periodically | Remove outdated codes to keep reporting clean |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 |

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## 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 |