I have a client using UCCX 10.6 with CAD (No finesse)
They currently have wrap up codes set per agent using the workflows
My client wants to have different wrap up codes per CSQ instead of being per agent
Agent A will always be shown wrap up codes A
What they want:
Agent A will be shown Wrap A if call came from CSQ A or Wrap up B if call came from CSQ B
So a completely different set of wrap up codes based on CSQ
Is this possible ?
Another question, that same client wants to give the agent the option to select multiple wrap up items from the wrap up code pop up window depending of the nature of the call. The agent currently can only select one item from the wrap up list
Is it possible to allow multiple wrap up item selection ?