03-18-2010 08:56 AM - edited 03-14-2019 05:27 AM
I have a good grasp on wrap-up codes for calls that are presented to agents, but supervisors are wanted to get data on outbound calls. How can I present wrapup codes to agents on outbound calls? Thanks!
03-18-2010 11:20 PM
Hi,
Are you talking about UCCE or UCCX? If you are talking UCCE, you can do this fairly easily by just enabling wrap codes in CAD admin (if you are using CAD) and then setting the "Work mode on outgoing" to "Required" in the Agent Desk Settings.
For UCCX you might be out of luck from memory I don't think there is any way to turn on wrapup codes for outbound calls, only inbound? Haven't tested this though.
EDIT: For UCCX if they do a lot of outbound work you could use the outbound dialer which would present wrapcodes
Cheers,
Nathan
03-19-2010 07:30 AM
Nathan -
Thanks for the reply. We are using UCCX. Thanks for the heads up.
Tim
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