Interaction wrap up

Release version: Yokohama

Updated January 30, 2025

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Summary of Interaction wrap up

Interaction wrap up is a feature designed to give agents a brief, configurable period at the end of customer conversations to complete work such as posting notes and updating records before moving to other tasks. This feature applies to all types of interactions and communication channels, including chat and messaging. During wrap up, interactions move from theWork In Progressstate to theWrap Upstate, allowing agents to finalize details without reducing their capacity until the interaction is fully closed.

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Configuring Interaction Wrap Up

System administrators create specific interaction wrap up configurations for each communication channel. These configurations:

Select the communication channel and define additional conditions for interactions.
Enable automatic or manual ending of the wrap up period, including setting the wrap up duration.
Control whether a countdown timer is displayed to agents within the CSM Configurable Workspace.
Add the Wrap Up state to the interaction’s state field.

Managing the Wrap Up Period

The wrap up period starts when either the agent or customer ends the conversation, changing the interaction state to Wrap Up and starting a countdown timer. Agents can manually end wrap up by clicking End Wrap Up or by closing the interaction tab, which moves the interaction to Closed Complete. If wrap up is not ended manually, the system can automatically close the wrap up period based on the configured timer, marking the interaction as closed and setting the System wrap up field to True.

Additional Features

The Interaction form displays key details about the customer interaction and the wrap up timer in the CSM Configurable Workspace.
A scheduled job closes any interactions left in the Wrap Up state that were not manually or automatically closed.
Interaction wrap-up codes can be configured and enabled to help agents quickly select reasons and close interactions efficiently.

Practical Benefits for ServiceNow Customers

This feature helps agents manage their workload more effectively by providing dedicated time to finalize interaction details, improving accuracy and customer record quality. It also ensures consistent handling of interaction closure, supports multiple communication channels, and integrates with existing workflows through configurable timers and wrap-up codes, enhancing overall service delivery efficiency.

Interaction wrap up provides agents with a brief wrap-up period at the end of customer conversations. Agents can use this time to complete their work before moving on to assist other customers.

Interaction wrap up is a feature available for all types of interactions. When enabled, an interaction record moves from the Work In Progress to the Wrap Up state at the end of a customer conversation. This brief, configurable period enables agents to complete tasks such as posting work notes and updating record information before moving on to other work items.

While in the Wrap Up state, an agent’s capacity is not reduced until the state of the interaction moves to Closed Complete.

Note:

The interaction wrap up feature works with multiple types of communication channels. This feature supports a chat and messaging interactions base system.

Configuring interaction wrap up

Users with the system administrator role create an interaction wrap up configuration for the desired communication channel. Creating a configuration automatically enables the feature and the Wrap Up state for interactions that match the configuration settings.

The interaction wrap up configuration includes the following information:

The selected communication channel.
Additional conditions that apply to the interaction records included in the configuration.
Whether wrap up is automatically ended by the system and, if automatically ended the duration of the wrap up period.
Whether a countdown timer that displays the wrap up duration is shown to agents in CSM Configurable Workspace.

The interaction wrap up configuration adds the Wrap Up state to the State field on the Interaction record. For more information about the wrap up state, see Interaction states.

Starting wrap up

The wrap up period begins when either the agent or the customer ends a conversation. The system then does the following:

Moves the state of the interaction from Work in Progress to Wrap Up.
Starts a countdown timer for the wrap up duration period.

Manually ending wrap up

Ending the wrap up period can be performed manually by the agent or automatically by the system.

Agents can end the wrap up by clicking End Wrap Up on the Interaction record, which moves the interaction from Wrap Up to Closed Complete.

Agents can also end the wrap up period by closing the interaction record tab.

If the interaction is in the Wrap Up state, closing the tab ends the wrap up period and moves the interaction to Closed Complete. The system displays a message to the user about ending the wrap up period.
If the interaction is in the Work in Progress state, closing the tab skips the wrap up period and moves the interaction to Closed Complete.

Automatically ending wrap up

If an agent has not already ended wrap up, the system can automatically end the wrap up period after a set period of time. Automatic wrap up must be enabled in the interaction wrap up configuration.

The system starts the wrap up duration timer when the wrap up period starts.
When the wrap up duration timer reaches zero, the system ends wrap up and changes the state from Wrap Up to Closed Complete.
The system sets the System wrap up field on the Interaction record to True.

Note:

Agents can manually end the wrap up period even if automatic wrap up is enabled.