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Wrapping Up Contacts
Issue 1.0 June 2002 69
n The name of the agent who entered the wrap-up information
n
A description of the category, reason, or outcome
If the Previous Entries field is blank, there are no previous wrap-up entries associated with the
contact.
To wrap up a contact using the WrapUp dialog box:
1 Complete your contact.
The WrapUp dialog box opens automatically.
2 From the lists on the left side of the WrapUp dialog box, click the correct information in one or
more of the following lists:
w
Category
w
Reason
w
Outcome
3 Click the right-arrow button to add this item to the Selections list.
4 Click OK.
To close the WrapUp dialog box without adding information, click the Cancel button.
Note: If your Avaya Agent is configured for more than one type of information, you may need to
choose from all available lists before you can add the entries to the Selections list.
To de-select an item and remove it from the Selection list:
1 Click the item in the Selection list.
2 Click the left-arrow button.
3 Click OK.
Using a WrapUp Prompter Script
If your system is configured for a WrapUp Prompter script, the script is displayed in the Prompter
pane when you wrap up a contact.
The WrapUp Prompter script contains a series of questions about contacts specifically designed by
your company. You proceed through the script by clicking radio buttons, selecting check boxes, or
typing text in fields to provide information about the contact. Generally, the answers to the script
questions require you to select reason, category, and outcome information, similar to the
information fields in the WrapUp dialog box (see
“Using the WrapUp Dialog Box,” on page 68 ).
Note: Because WrapUp Prompter scripts are designed by your company, the script you follow
may look and function differently from the example presented below.