Wrap up codes not programmed in showing in reports
Why are there wrap-up codes (transaction codes) showing that I have not programmed into Configuration Manager?
- Contact Center version 9.13+
- Historical Reports
2 new wrap up codes have been added automatically to clearly identify some scenarios.
These are as follows:
Agent did not select TCL: This is assigned automatically by the Contact Center when an agent that is sitting on an interaction without selecting a mandatory wrap-up code is inactive for 90+ minutes and the system logs them out of automatically.
Interaction ended by supervisor: This is assigned automatically by the Contact Center when a supervisor logs a user out (by kicking them out)