2.1.1. Wrap Ups

To view any unresolved wrap ups, please click the menu and then the 'Wrap Ups' tab.

At the end of a call, you will get the wrap up screen on the Freedom CTI. Here you can leave notes, add wrap up codes and associate the call with different salesforce objects. If the wrap up isn't completed before you need to move onto the next call then it will be saved and can be completed later.

Here you can see any calls you have yet to wrap up. Once completed, you can click the link to view them in the Activities screen:

Enhanced Wrap-Up

If your organisation has enabled ‘Enhanced Wrap-Ups’ you will see this at the top of your Wrap-Up Details screen.

The Enhanced Wrap-Up brings more control and alignment to your on-screen Wrap-Up and your status in the call queue.

Depending on the configuration your admin has selected for you, you will see one of 3 new features.

Wrap-up Timer

At the top of your Wrap-Up modal, you will now see a timer counting down. The timer represents the time you have remaining until you can be presented with another call from the call queue.

• If the timer is Green, you have more than 30 seconds remaining on Wrap-Up.

• If the timer is Yellow, you have between 30 and 10 seconds remaining on Wrap-Up.

• If the timer is Red, you have less than 10 seconds remaining on Wrap-Up.

Once your time has expired you will see this message.

Early Exit

If configured by your admin, clicking Done, Save for Later or Disregard (if available) will put you straight back into the call queue and you will be able to start receiving calls immediately.

Extend Wrap-Up timer

You can click “Extend time” to add a pre-determined amount of time to your Wrap-Up time remaining. You have a limit to the number of extensions you can make, which is detailed in the message.