Create an interaction wrap-up configuration

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read

    • Create a configuration for each type of interaction that uses the interaction wrap up feature.

    Before you begin

    Role required: admin

    About this task

    Creating a configuration automatically enables the interaction wrap up feature and adds the Wrap Up state for interactions that match the configuration settings.

    Navigate to All > Interactions > Wrap Up Configuration to display the list of wrap up configuration records. These configurations are stored in the Interaction Wrap Up Configuration (interaction_wrap_up_configuration) table.

    Procedure

    1. Navigate to All > Interactions > Wrap Up Configuration.
    2. Click New.
    3. Fill in the fields on the Interaction Wrap Up Configuration form.
      Field Description
      Name The name of the interaction wrap up configuration.
      Table Read only. The table that stores the interaction records to which this configuration applies.
      Application The application that contains this record. The default is CSM and FSM Configurable Workspace Foundation.
      Active Indicates whether the configuration is active. The default value is true.
      Order The order of the configuration, which is used in evaluation processing of wrap up configuration records. If there are multiple records, the lower order number takes precedence over higher numbers. The default value is 100.
      Conditions Use the condition builder to select the conditions that apply to the interaction records included in this configuration.

      For example, create a condition for chat interactions: [Type] [is] [Chat].
      Enforce wrap up duration

      Enables the system to automatically end the wrap up period. The default value is false.

      If enabled, the system automatically ends the wrap up period at the end of the wrap up duration (set in the Duration in seconds field) and moves the state of the interaction record from Wrap Up to Closed Complete.
      Duration in seconds The duration of the wrap up period.
      • The default value is 60 seconds.
      • The value must be greater than 0.

      The system displays this field when you enable the Enforce wrap up duration field.
      Show duration to agent Enables a duration countdown timer for the agent. The default value is false.

      The system displays this field when you enable the Enforce wrap up duration field.

      The interaction wrap up timer display is available in CSM Configurable Workspace.
      Enable wrap up codes Enables wrap up codes in CSM Configurable Workspace. When wrapping up an interaction, agents can select from the configured wrap up codes.
      Allowed wrap up codes The list of wrap up codes that agents can select from when wrapping up an interaction.
      Default wrap up code The default wrap up code that is used if an agent does not select a code before the wrap up duration ends.
    4. Click Submit.