Wrap-up Codes are Missing for some Calls
In the Detailed Transactions Activity report why do some calls not have a wrap-up code?
- Contact Center
- Historic reports
Only completed Inbound calls to a phone queue will have wrap-up codes.
Other types of calls would not have wrap-up codes:
- Abandoned calls.
- Transferred calls.
- Outbound calls.
For Transferred calls, the receiving agent's call would have a wrap-up code. Example:
- Agent 1 receives a call.
- Agent 1 transfers the call to Agent 2.
In the report:
- The call record for Agent 1 will not have a wrap-up code.
- The call record for Agent 2 will have a wrap-up code.