Overview

The Wrap Codes module allows you to:

  • Add new Wrap Codes to the pool.

  • Assign Wrap Codes from the pool to a campaign.

  • Associate an email template with a Wrap Code.

Wrap codes are used to close an interaction with a contact and record the results of that interaction. You can create as many wrap codes as you like, and each wrap code can be used by multiple campaigns.


1. Display Wrap Codes

  1. Open the Workspace.

  2. Select Wrap Codes from the Campaigns menu.

  3. Select the Campaign you would like to add Wrap Codes from the drop-down list in the top left corner of the page.

Each user-defined wrap code has one or more flags that define how it is to be applied. The applicability of these flags depends on the campaign type (inbound or outbound).

The Campaign Wrap Codes list displays these details:

Column Name

Applicability

Meaning

Description

All

Name of the wrap code.

Complete

Outbound

Calls wrapped with this wrap code will be included in Call Completed reporting for this campaign.

Inbound

Not displayed. However, if an outbound campaign is associated with this wrap code, then a callback queue will always be created when a call is wrapped with this wrap code.

Contact

All

Calls wrapped with this wrap code will be included in Contact based reporting for this campaign.

Sale

All

Calls wrapped with this wrap code will be included in Sales based reporting for this campaign.

Callback - Agent

Outbound

When a call is wrapped with this wrap code, an agent callback will be created in this campaign.

Inbound

Displayed, but has no effect.

Email

All

Clicking on the checkbox in this column will allow you to select one of the Email Templates that are already assigned to this campaign and allocate it to the wrap code. Subsequently, when a call is wrapped with this wrap code, an email will be automatically created and sent, using the selected template. Clicking on this checkbox when an Email Template is already assigned will cause the template to be unassigned.

The option to assign a contact to a campaign queue or an agent queue based on the wrap code selected is only available for the wrap codes that you created and assigned to the campaign. System-generated wrap codes, other than Callback Agent and Callback Queue, cannot be used to assign a contact to a callback queue.

Deletion

To Delete Wrap Codes

  1. Click the Wrap Code Pool button

  2. Press the Delete icon (trash can) next to the Wrap Code

If there is no trash can next to the code then it is a system wrap code that cannot be deleted or modified or you do not have permissions to delete the code and will need to speak to your system administrator

When a Wrap code is deleted, it is removed from the global pool of wrap codes and the individual wrap code lists for each Campaign it was associated with. It can, therefore, no longer be selected to describe any campaign interaction.

For reporting purposes, deleted wrap codes are retained in historical records and therefore may appear in reports that contain data from a period before the Wrap Code was deleted.


2. Assign Wrap Codes

Use this feature to assign wrap codes in the pool to your campaign.

Open the Workspace.

  1. Select Wrap Codes from the Campaigns menu.

  2. Click Assign Wrap Code button

This dialog allows you to edit the list of wrap codes that an agent can access when wrapping an interaction with a contact for the selected campaign.

The right pane displays a list of the wrap codes that are assigned.

The left pane displays a list of the wrap codes that are available to be assigned.

  1. Click on an available wrap code to add to the assigned list.

  2. Click on an assigned wrap code to return it to the available list.

  3. Click Select All to move all available wrap codes into the assigned list.

  4. Click Clear Selection to remove all wrap codes from the assigned list.


3. Create Wrap Codes

This dialog allows you to create a new user-defined wrap code, which is added to the pool of available wrap codes and which can be assigned to one or more campaigns.

  1. Open the Workspace.

  2. Select Wrap Codes from the Campaigns menu.

  3. Click Wrap Code Pool.

  4. Click Create Wrap Code.

  5. Enter a short description for the new Wrap Code.

  6. Click the 

    1. Complete checkbox if you wish connections with this wrap code to be included in Call Completed reporting (usually used on an Outbound Campaign to mark a Lead as 'complete') 

    2. Click the Contact checkbox if you wish connections with this wrap code to be included in Contact-based reporting. 

    3. Click the Sale checkbox if you wish connections with this wrap code to be included in Sales-based reporting.

  7. Select the Campaign you would like to Assign the Wrap Code to.

  8. Press Assign Wrap Code button.


4. Wrap Code Visibility

As a workspace user, it is possible to select which wrap codes are presented to agents in a specific campaign.

A column called "Visible" has been added to the wrap codes screen to achieve this. By default, the wrap codes are enabled.

After disabling the wrap code by unticking the box in the Visible column, wrap code will not appear in the agents' wrap screen.