Agent Wrap-up Data
Also known as call dispositions, wrap-up data is the unique reporting that captures the reason and results of a phone call.
Why Agent Wrap-up Data?
Wrap-up data is one of the most critical data points to help improve the customer journey and identify areas for improvement and automation. With a properly designed and implemented wrap-up data plan, a contact center manager will have the necessary intel to make product adjustments or identify ways to automate and streamline phone calls.
How do we implement Agent Wrap-up Data?
Designing wrap up codes should be uniquely aligned to the skill and queue assignment of the calls. We will work with your supervisors and agents to identify the key reporting elements to identify the proper wrap up codes and instigate a gameplan to use the data effectively.
What can Agent Wrap-up Data do for me?
Money Savings
Time Savings
Effort Savings