Record how work ended with wrap-up codes

Choose an outcome code when you resolve a case or close an email, chat or call, so reports show what happened.

Steps

1. 1Admins: open Settings → Wrap-up codes. Add or rename codes in English, Bahasa Melayu and Chinese, choose the outcome (resolved, follow-up, escalated, not resolved, no action) and where each code is used.
2. 2Choose for each module whether a code is required. Required means work can only be closed once a code is chosen; otherwise agents are asked but can skip.
3. 3Agents: when you resolve or close a case, close an email conversation or a chat, a box asks how it ended. Pick the code and add a note if useful.
4. 4After a call, open it in Calls and save a wrap-up code with the call notes.
5. 5See the results in Reports: Ticket Wrap Up, Email Wrap Up, Message Wrap Up and Call Wrap Up Summary, and the Disposition list.

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