5.1. Wrap-Up Codes

Wrap-Up codes label the outcome of a call, for example you might select “left voicemail” or “call successful” (available codes and labels are customizable) which then can be used in reporting to group calls into different outcomes. 

Wrap-Up codes can be enabled and configured in the Natterbox Call Center Configuration.

• To get to the ‘call center configuration’, search by using the Salesforce App Launcher at the top left of your screen and searching for ‘call center configuration’.

• Wrap-Up codes are picklists that can be selected by agents to summarize how the call went.

• Different values can be set for inbound and outbound calls and there can be sub values.

• Initially, there is 1 call center configuration for the whole org but you can add new configurations. You can set a new configuration by Salesforce profile or user. This means that Wrap-Up codes can be different per user or profile.

• To change the Wrap-Up codes, edit the call center configuration and scroll down to Wrap-Up Codes.

• To create a new Wrap-Up code, click “New” and add in the name. The code can be any number but has to be unique.

• The inbound and outbound lists are treated by the system independently so you can have identical name and number in both lists.

• To change the order of the Wrap-Up codes (for example, to move a frequently used one to the top of the list) you can use the arrows on the right to move items up and down the list.

• The arrows on the left will create an “indent”, which means it will create a sub menu of what is above it.

You can only have one submenu layer.

• If you use submenus then a Wrap-Up subcode menu will appear appear in the CTI when a submenu is available, like this:

Please note, after updating any Wrap-Up codes the agents must either log out and in again or, which is much quicker, go to the settings of their CTI and click on "reload call center configuration" and then they will become immediately available.

Video tutorial