You can apply a wrap-up reason after you end your interactions with customers. Select a wrap-up reason for the following scenarios:

  • When you end an active voice call, chat, or social messaging conversation with a customer.

  • When you transfer an active voice call, chat, email, or social messaging conversation request.

  • When you send an email reply to a customer.

  • When the customer ends an active voice call or chat request.

To apply a wrap-up reason, follow these steps:

Before you begin

You must have an active interaction with a customer.

1

Click End, Transfer, or Send based on the scenario.

  • The wrap-up reasons dialog box appears.

  • The timer and the wrap-up reasons that appear in the wrap-up reasons dialog box are configured by your administrator.

2

You can select the required reason from the drop-down list or use the search field to filter the list of wrap-up reasons. You can select only one wrap-up reason at a time.

The count-up timer appears next to the wrap-up state, indicating the time elapsed since you ended the interaction.

The countdown timer appears on the wrap-up reasons dialog box, indicating the remaining time before the interaction is auto-wrapped up. If you don’t select a wrap-up reason before the timer reaches zero, the default wrap-up reason is submitted during auto wrap-up.

If the admin has configured the auto wrap-up extension, you’re able to cancel the wrap-up countdown and extend the post call work, and manually wrap up once done.

3

Click Submit Wrap Up.

Auto wrap-up considerations

Your administrator can configure an auto wrap-up duration for your profile, which automatically ends calls without manual intervention. During the wrap-up state, your web browser initiates a countdown and sends a "wrap-up complete" POST API call to Webex Contact Center. However, the wrap-up timer can extend beyond the configured time under these circumstances:

  • Closing the web browser during the wrap-up state extends the timer until reconnection or automatic sign out.

  • Refreshing the browser at the end of the wrap-up state extends the timer due to refresh time.

  • Losing network connection to Webex Contact Center prolongs the wrap-up time until reconnection.

  • Incorrect Network Time Protocol (NTP) time on the computer can lead to miscalculation of the wrap-up completion time.

Any issue with the agent, computer, or network that hinders the browser from timely sending the "wrap-up complete" POST API call may cause the wrap-up timer to exceed its configured duration.