Agent wrap-up Codes Analysis

 

The top bar chart includes all the wrap-up codes that were entered during post call processing by the selected ACD Agents between the date and time range you entered in the chart options panel, showing how many times each was entered. Codes can only be entered when a ACD call is answered.

 

 

The bottom stacked bar chart shows the average duration for ring, conversation (talk), and wrap-up for each of the wrap-up codes. As with all the bar charts, individual data series can be turned off or on by clicking the series legend on the right side of the charts.  If you hover the mouse over a data series, tooltips will be displayed with additional data for the specific item. Also, the data used to generate the charts can be exported into XSLX format by clicking the export icon at the bottom right of the chart tab. See Exporting Charts for details.