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.
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.
Depending on how your administrator has configured ACW, wrap codes and notes may be set to mandatory, optional (skippable), or unavailable in your contact centre.
Different wrap codes may be assigned to specific queues.
Select a wrap code from the drop-down or enter notes. Wrap codes can be displayed as either a list view or a tree view.
Freeform notes may also be entered.
Saving or Skipping Entry
If wrap codes have not been set as mandatory in your CX instance, select Skip to not enter a wrap code. Otherwise, select the complete button.
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.