Call Wrapup

Purpose of the Call wrapup is for the agent to add necessary details about the call and take any relevant notes based on conversation with the caller/customer

Call Wrapup tab is visible within the Dialpad panel of the Agent portal when the call is connected.

During the call, agent is allowed to add details under the Wrapup tab. 

Once, call is disconnected, the agent will see additional fields as per screenshot.

is the countdown timer set by admins. Agents will be given this time to finish any after call activities including taking call notes. Once it countdowns to 0, wrapup page will be auto-submitted with default values if not filled.

This field will be visible only after call is disconnected. It determines agent's status post wrapup is either submitted or countdown timer times out. System allows two values, 'Available' state or agent's last status.

When the agent is done with the post call activity before the wrapup countdown, they can use this button to submit the updates go next state.

Note: All the fields within the Wrapup page are configurable and admin can configure from the Admin portal on what all fields to be displayed to the agent and whether these will be mandatory or optional. Based on the selection and agent will have unique view of the wrapup tab for their LOB.