This is only available when logged in as admin.

If Quality Manager has access to call wrapup data (text entered by an agent at the end of a call) then this data is available for further categorizing and filtering calls. This allows a manager to isolate all the successful calls or unsuccessful calls and treat them differently. For instance if an agent has a lot of calls with "no sale after close" then it can highlight how the agent needs to be trained.The Wrapup manager allows an administrator to manually enter wrapup data along with a description, enabling Quality Manager to recognize and filter this data when searching for agent calls.

  1. Select Wrapup.
  2. In a similar manner to the categories above, use the Add and Remove buttons (if available, or double-clicking on a wrapup record to edit it) to manage Wrapup records. Again, each wrapup data record has to be unique within Quality Manager.
  3. Click Save or double click the wrapup Data to save.