15.5. Wrapup General

This guide will explain each option in the “Wrapup General” section under the NCCC and how to configure it.

• Enable Wrapup - This setting is enabled by default. When this setting is enabled, the CTI prompts the agent with a wrap up window in their CTI after each completed call. The agent will be prompted with the option to classify the call type based on wrap up labels, leave notes and also configure an additional task object as a reminder if the custom callback template is configured in the call center configuration.

Please note: wrap ups are not supported for internal calls (extension to extension dials).

• Disable wrapup for unknown numbers - When this setting is ticked, if the caller is not identified as a known object ( Contact, Account and etc ) in Salesforce via the Query Label map or a Query configured in the routing policy, the wrap up window will not be offered to the agent.
  

• Wrapup and Notes available during call - When this setting is ticked, the agent will have the option to make notes directly in the CTI while the call is ongoing and also select the wrap up options. Once the call is completed the notes will remain available in the wrap up window.
  

• Specify default wrapup button - When this setting is ticked, the values that are set as default in the wrap up configuration will auto populate in the wrap up drop down fields.
  

• Offer Skip Wrapup Conditions - With this setting, you can configure a condition under which completing the wrap up for a call would not be mandatory and the agent can press the disregard button and continue making calls. The options you have are:

  • Never

  • Always

  • When call not answered

  • When no Contact match

  • When call not answered or no contact match
    

• Outbound Call Wrapup Limit - With this setting you can limit the number of calls an user can make before they are prompted with an error message in the top middle of the screen advising to wrap up the current calls. When this setting is set to “0”, the user can make calls and leave them for a later wrap up time. If you set the value to “2”, this will allow the user to make 2 calls before they are prompted to wrap up their current pending calls.
  

• Enable Dial List Status Update - If checked, dial list item status will be updated with the mapped status.