Wrap up email interactions
Close email interactions with a wrap-up code to categorize the interaction outcome. Wrap-up codes support both AWA-routed and CCaaS-routed email interactions.
Before you begin
An administrator must configure internal wrap-up codes. See Wrap up email interactions.
Role required: sn_customerservice_agent
About this task
In the following scenarios, the system assigns a wrap-up code automatically:
- When a case is created from an interaction, the wrap-up code is auto-selected to Task Created and the interaction is closed complete.
- When the wrap-up window times out, the default wrap-up code Issue resolved is auto-saved.
- When the interaction automatically closes because the customer doesn’t respond, the wrap-up code is set to Closed due to customer inactivity.
For more information, see Automatic wrap-up code assignment in Using Email Interaction for Customer Service Management.
Procedure
Navigate to Workspaces > CSM/FSM Configurable Workspace.
Select the List icon (
List icon that displays the interactions. \).
In the Interactions section, select My Interactions.
Open an email interaction.
Select Close.
The system auto-detects the routing source (AWA or CCaaS) and displays the wrap-up modal with internal wrap-up codes configured by the administrator. The interaction state iss updated to Wrap Up. Select the appropriate wrap-up code from the list.
Select Submit and Close.
Result
- The email interaction is updated to Closed Complete state.
- For AWA-routed interactions, the selected wrap-up code is saved in the wrap-up segment table.
- For CCaaS-routed interactions, the selected wrap-up code is returned to CCaaS and synced back to the instance.