Wrap-up Codes are Missing for some Calls

Question

In the Detailed Transactions Activity report why do some calls not have a wrap-up code? 

Applies To

• Contact Center
• Historic reports

Answer

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.
• Callbacks
• Transferred calls.
• Outbound calls.

Additional Information

For Transferred calls, the receiving agent's call would have a wrap-up code.  Example:

1. Agent 1 receives a call.
2. 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.