Unique Wrap up codes for Inbound and Outbound Calls on Cisco UCCE

[Stuart Brock]

Hi,

On Cisco UCCE 12.6 - can the Finesse agent have unique wrap up codes for Inbound calls and Outbound calls? meaning, so the codes shown to agent while answering the calls are completely different?

Cheers!

[wallacewebste-r60]

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@Stuart Brock wrote:

Hi,

On Cisco UCCE 12.6 - can the Finesse agent have unique wrap up codes for Inbound calls and Outbound calls? meaning, so the codes shown to agent while answering the calls are completely different? LaSRS Login

Cheers!

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Yes, in Cisco UCCE 12.6, Finesse agents can have unique wrap-up codes for inbound and outbound calls. This means the agent will see different codes depending on whether they are answering an inbound call or placing an outbound call.

[Stuart Brock]

thank you for the response,

can you please provide details or guidance how this configured or documentation?

[david.macias]

The answer of yes is correct, but probably not how you expect it to be. Wrap up codes are directionless. An agent on an inbound or an outbound can pick any wrap up code. What you're looking for would require customization to only display ABC code for inbound and XYZ code for outbound. The good thing is that the customization is fairly standard, but in order to truly solve what you're looking to do you'll need a custom gadget.

david