Explanation
Wrap-up data is a feature that allows agents to enter a code or description that indicates the outcome or purpose of a call. This data can be used for reporting and analysis purposes. To enable wrap-up data, the administrator must configure the following settings in the Cisco Desktop Work Flow Administrator:
In the Agent Desk Settings List, select the desktop setting to which you want to apply wrap-up data.
In the Work mode on Incoming parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an incoming call.
In the Work mode on outgoing parameter, select Required with Wrapup Data or Optional with Wrapup Data. This determines whether the agent must or can enter wrap-up data after an outgoing call.
In the Wrapup Time parameter, enter the number of seconds that the agent has to enter wrap-up data before the agent state changes to Ready or Not Ready.
In the Work Flow Groups pane, select the work flow group to which you want to assign wrap-up data reasons.
In the Available Wrapup Data pane, select the wrap-up data reasons that you want to make available for the selected work flow group, and click the right arrow button to move them to the Work Flow Wrapup Data pane.
Click the Apply button to save the changes. References:
Deploying Cisco Unified Contact Center Express (UCCXD) v6.0
Cisco Unified Contact Center Express Administration Guide, Release 11.6(1) - Chapter 4:
Configuring Workflow Groups