Configure wrap-up codes for email interactions
Configure internal wrap-up codes that agents use to categorize email interactions when closing them. Wrap-up codes work with both AWA-routed and CCaaS-routed email interactions.
Before you begin
Default wrap-up codes are read-only. The system uses ACLs to restrict list-edit operations and data policies to restrict edits in form view. You can’t configure multiple default wrap-up codes for different use cases. For more information on wrap-up codes, see Wrap-up codes for email interactions.
Role required: admin
Procedure
Navigate to All > Interaction > Wrap Up Codes.
Select New.
Enter the required details.
Select the Active check box.
Select Submit.
Result
The wrap-up code is created. To make it available to agents, associate it with the email interaction wrap-up configuration. See Associate wrap-up codes with email interactions.