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Wrap up codes not programmed in showing in reports
8x8 Support

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. 

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Interaction ended by supervisor: This is assigned automatically by the Contact Center when a supervisor logs a user out (by kicking them out) 

clipboard_e93f0f8ada57252acdd24fd6acdc592c5.png

 

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