Wrap-up Codes are a way for calls to be categorised.
Wrap-up Codes are identified and set by the Supervisor/Team Leaders and must be entered by the agent when they deal with calls.
A typical use is to identify calls to a Sales Queue. Each time an Agent answers a call to the Sales Queue they put in a code for the product the caller was interested in. This enables reporting on what product was popular with callers and the changes in popularity after advertising campaigns or other publicity.
