About wrap-up codes


Wrap-up codes indicate the nature of an interaction. Agents specify wrap-up codes after completing an interaction; for example, a completed sale, a customer dissatisfied with service, or a billing problem.

Wrap-up codes for administrators and contact center managers

Create and define wrap-up codes, and then add them during queue configuration.


Wrap-up codes for agents

Agents specify wrap-up codes to indicate the purpose or outcome of an interaction. For example, an agent can indicate a completed sale, a customer dissatisfied with service, or a billing problem.


Wrap-up codes and outbound dialing

Configure outbound dialing to flag a single number or an entire contact as uncallable based on the wrap-up code assigned after an interaction.


Wrap-up reports, views, and dashboards

Dynamic views display historical and real-time metrics for the contact center, queues, agents, interactions, outbound campaigns, scheduled callbacks, and workforce management. Use reports to see past metrics and data about the contact center. 


Wrap-up codes in Architect

In Architect, a wrap-up code expression assigns a specific code to a variable, which can then be used throughout the flow. Wrap-up codes are established and configured by the PureCloud administrator. 


Wrap-up codes for integrations

PureCloud for Chrome, PureCloud for Firefox, PureCloud for Salesforce, and PureCloud for Zendesk support wrap-up codes to indicate the outcome of an interaction.