Wrap up codes not programmed in showing in reports

Question 

Why are there wrap-up codes (transaction codes) showing that I have not programmed into Configuration Manager?

Applies To

• Contact Center version 9.13+
• Historical Reports

Answer

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)