WrapUp Code Report

Report Heading	Definition
Queue	Queue description
Extension	Extension description
WrapUp Code	WrapUp Code description
WrapUp Folder	WrapUp Folder description
Count	Number of Calls
Time in Queue Total	Total time spent in Queue
Time in Queue Average	Total time spent in Queue divided by number of Calls
Time Talking Total	Sum of Talk Time
Time Talking Total %	Total Talking time divided by total Talking time in the Queue
Time Talking Average	Total Talking time divided by number of Calls
Time in WrapUp Total	Sum of WrapUp Time
Time in WrapUp Total %	Total WrapUp time divided by total WrapUp time in the Queue

About the WrapUp Code Report

This report gives a detailed breakdown of WrapUp codes.

WrapUp codes categorise calls. They are defined by an Administrator/Supervisor and are entered by an agent when a call is completed.

WrapUp codes are used to identify calls to a particular Queue or extension and find out what type of calls are being taken. For example:

	Service	Time	Parts	Time	Marketing	Time
Extension 1	8	00:15:45	10	00:16:49	2	00:09:22
Extension 2	9	00:16:12	8	00:13:51	2	00:03:54

• Extn A takes eight calls for Service, ten for Parts and two for Marketing – you can see how many calls are being dealt with, but more importantly, what types of calls are being handled.
• Extn. 1 and Extn. 2 take approximately the same number of calls. Extn. 1, however, seems to spend more time on Marketing calls than Extn B – Is this because Extn A is a better marketer, Extn 2 needs more training, or is Extn. 1 spending too much time on these calls and may require further training?

This report details each call that comes in, the WrapUp Code\Folder applied, along with Total and Averages of times spent in queue, talk times and time spent in WrapUp codes\folders.

To create the WrapUp Code Report

1. Select WrapUp Codes Reports > WrapUp Code Report

   

2. Enter the following report criteria as required:

   Period	The span of days covered by the report (Today, Last Week etc.) Alternatively, specify the exact date range using the Date criterion.
   Dates	The date range you wish to cover in the report.
   Times	Select hours of the day that you wish to cover in the report.
   Group By	Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available.
   Queue Group	Narrows the scope of the report to a specific Queue Group.
   Queue Number	Narrows the scope of the report to include only the selected Queue Number(s). Select the Queue Number(s) that you wish to include in the report from the drop-down menu or enter the Queue Number(s) with your keyboard. To specify multiple Queues, separate each number with a comma (,). Do not include spaces in the list.
   Team	Narrow the scope of the report to the include only the selected Team.
   Extension Number	Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern. To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.
   Item or Media Type	Narrow the scope of the report to include only the selected incoming queue media. Depending on the IPFX Modules you have purchased you may be able to include Calls, E-mails, Faxes, Text Chats and Callbacks in the report. Select from one of: CALL, EMAIL, FAX, TC, VM-CALLBACK.
   Call Type	Narrows the scope of the report to include only calls of a specific type: Callback - callbacks Incoming – inbound calls to extensions or DDIs only (not inbound to queues) Outgoing – outbound calls from extensions or DDIs Queue – inbound calls to a queue
   Show WrapUpCodes	Determines whether the report will show WrapUp codes. Yes – Show WrapUp Codes in the report No – Do not show WrapUp Codes in the Report Ignore – Show everything including WrapUp Codes
   Include Virtual Queues	Includes both standard and Virtual queues in the report.
   Format Time	Changes the way that time is displayed in the report: Yes - Displays time in hh:mm:ss format. No - Displays time in seconds. Ignore - (Has the same effect as selecting Yes)