We want to enable Wrap-Up codes for Agents so they start getting prompted when a call ends to select a wrap-up code.
Currently, we don't have any wrap-up codes configured so Agents are not prompted to select one at this time.
If I start adding wrap-up codes in Cisco Desktop Workflow Administrator, will Agents immediately start getting prompted to select a wrap-up code when a call ends? Or is there somewhere where I need to specifically Enable the Wrap-up codes feature?
Thanks in Advance,
Solved! Go to Solution.
...we are currently using UCCX release 10.6(1) also and using Wrap Up Codes.
The Wrap Up codes are actually applied to Teams under Finesse Admin. Reason code lists are created under the "Reasons" tab, under Wrap Up Codes. They are applied under the Team Resources tab, assigned/added to the specified team under the "Wrap Up Reasons" tab.
Agents within the specified teams do need to logout, then log back-in to receive the update for Wrap-up codes.
This is using Finesse, though, not CAD.
Hope this helps.