Set Up Wrap-Up Question Set

A wrap-up question set can be presented to an agent in the agent panel after a call has been completed. The data collected from the wrap-up question set is presented as a report in the contact center portal. A wrap-up question set is assigned per queue.

1. Navigate to Configuration | Wrapup Questions | Create new wrap-up question set

You can create up to 10 questions per wrap-up question set. The answers for each question can be a static list, custom value entered by the agent, or a combination of both.

Static list: Enter answers separated by semicolons in the text field.

Custom Value: Check Accept Custom Value and leave the answer field blank.

Combination: Enter answers separated by semicolons and check Accept Custom Value. The agent can either select one of the prepopulated answers or enter a custom value.

2. Assign the wrap-up question set to a queue. See Set up Queue