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 Navigate to Admin → Contact Center → Wrap-Up Codes Click Add Enter a Name (e.g., Resolved , Escalated , Follow-up Required ) Select a Division — controls which admins can manage this code Click Save Assigning Wrap-Up Codes to a Queue Codes must be added to each queue individually — creating them globally is not enough. Navigate to Admin → Contact Center → Queues Open the queue Click the Wrap-Up Codes tab Click + or use the search box Add the required codes 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during ACW Use division assignment Restricts management to appropriate admin teams Review codes periodically Remove outdated codes to keep reporting clean Align codes with business reporting needs Ensures data collected matches what leadership tracks Interview Cheat Sheet Question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