This category comprises the following base reports with templates noted accordingly:
- WrapUp Code Report (base report)
- WrapUp Code Report
- WrapUp Codes by Queue
- WrapUp Code Summary (base report)
- Overall WrapUp Code Summary
- Overall WrapUp Code Summary by Queue
This report gives a detailed breakdown of WrapUp Codes entered during a specific period.
WrapUp Codes are for categorizing calls. They are set by the Supervisor/Team Leaders and must be entered by the agent upon the completion of a call. Typical WrapUp Codes refer to specific products, services or areas of inquiry.
WrapUp Code data reveals which products were popular with callers, and can show variations in popularity after advertising campaigns or other publicity.