After Call Work (ACW) and Wrap Codes
If configured in your CX instance, wrap codes and notes can be entered either during an active call, or after the call has ended. In addition, automatic call summaries (if enabled) can be used after a call is completed to generate a summary of the call transcription.
The wrap codes and notes left by the last agent who completes After-Contact Work (ACW) for a conference will be retained. For instance, if Agent 2 exits the conference and provides a wrap code, then Agent 1 exits and provides another wrap code, the code provided by Agent 1 will be logged for that interaction.
Note: Wrap codes may be set to mandatory, optional (skippable), or unavailable in your instance.
Also, different wrap codes may be assigned to specific queues by your administrator.
Select a wrap code from the drop-down. Wrap codes can be displayed as either a list or a tree view, depending on how your administrator has configured them.
Freeform wrap notes may also be entered.
Skipping Wrap Code Entry
If wrap codes have not been set as mandatory in your CX instance, select Skip to not enter a wrap code.
Post Contact Summaries
If 'Interaction Analysis' is enabled by your administrator, a Generate Notes button is available. Selecting the button populates the notes field with a summary of the conversation.
The summary can be adjusted as needed; select Accept to apply the suggested notes. A suggested summary can also be copied to the clipboard, before it is accepted or discarded.
If enabled in your CX instance, a transcript of the interaction can be viewed for both calls and chats by selecting the transcript button in the bottom toolbar. The transcript can be copied to the clipboard by selecting Copy.