uccx call type

[Toss Leey]

Hi, 
Can I category the call like if call related to (general question, complain, receive shipment..etc), is it possible to like category let' say by agent on fineese and reflect on report if yes plz share how i can do in best way

[Thomas G. Johannesen]

You can use WrapUp codes for that - this is tagging the call in the DB so you can make reports showing the tags (And make calculations on that).

WrapUp codes is administrated under cfadmin i finesse. It is team based

Cisco Finesse Administration Guide, Release 12.6(1) - Manage Reasons [Cisco Finesse] - Cisco

[Toss Leey]

Thank you @Thomas G. Johannesen 

Can I choice wrap-up codes and choice sub-menu, such as choice 'Question' and from Question I can choice 'Shipment'?
Can I choice Other as wrap-up codes and from other I can write my reason?

[Roger Kallberg]

Not that I'm aware of. Wrap up codes are defined by the administrator(s) of the system and has no layered structure, their all in a flat level.

[Thomas G. Johannesen]

Agree with @Roger Kallberg 

if you want it as an tree you have to make your own gadget for that