Set up wrap-up, completion codes and breaks

When this is done, agents end every conversation with a completion code that says how it went, within a wrap-upWrap-up – Post-conversation administrative work performed by an Agent after a customer interaction ends, before the Work Item is closed. time you control, and they pick a named break when they step away. Supervisors see the codes per task and the breaks per team.

Conversation ends → the task goes into wrap-up
  → the agent picks a completion code (and sub-code), adds a note, and closes the task
     – or the wrap-up timer closes it
  → the code shows in Task History
Agent steps away → picks a break (Lunch, Training…) → the break shows in the Teams report

It takes about 20 minutes. Roles involved: Administrator (Part 1), Agent (Part 2), Supervisor (Part 3).

Tenant-wide settings

The settings on Administration › Configuration › Agents apply to every agent in your tenant as soon as you click Save. Agree on them with your supervisors first.

Before you start

What	Who	Where
Access to Administration › Configuration, Business Units and Agents › Agent Workspaces	Administrator	Roles
The list of completion codes and break names your supervisors want	Supervisors	–
A queue whose conversations you can test with, and an agent who can log in	Tester	–

Part 1 – Set it up (Administrator)

1. Set the wrap-up rules for the tenant

1. Go to Administration › Configuration and open the Agents tab.
2. Optionally, turn on Wrap up timerWrap-up Timer – An optional time period administrators can specify at the end of a Task. When expired, the task closes automatically, putting the Agent into available or break state. and enter the seconds agents get after each task. When it runs out, the task closes – with the code the agent picked, or AfterWorkTimeout if they picked none.
3. If you use the timer, optionally turn on Allow agents to reset wrap up timer and choose how many times.
4. Optionally, turn on Mandatory completion code, so agents can't close a task without one. With a wrap-up timer, the timer still closes the task.
5. Click Save.

Expected result: the settings are saved. A workspace can override the wrap-up timer for its queues – see step 4.

See Wrap up timer and Mandatory completion code.

2. Set up the break names

Breaks for everyone are set on the tenant; a business unitBusiness Unit – A label assigned to channels, agents, customers and agent workspaces to split one tenant into separate groups. can add its own.

1. On the same Agents tab, under Breaks, add the break names, remove the ones you don't need, and drag them into the order agents should see.
2. Optionally, turn on Enable timer for a break and enter a Duration. When it runs out, the agent becomes Available automatically.
3. Click Save.
4. For breaks that only one business unit needs: go to Administration › Business Units, open the business unit, and add them on the Breaks tab. Click Save.

Expected result: the breaks are listed in the order you set. Agents see the tenant breaks plus those of their business units.

See Break names and Business unit breaks.

3. Choose where the completion codes come from

Completion codesCompletion Codes – Short labels an Agent picks when closing a Work Item to record the outcome of the Conversation, used in Reporting. They are set per Channel, and an Agent Workspace can replace them with its own codes and sub-codes. can be set on a channel, on a campaign, or on an agent workspaceAgent Workspace – Agent Workspaces control the Script that gets executed for the agents during conversations. It also designates additional properties, like Hold music, Completion Codes, Wrap-up timers, etc.. If a queue's workspace has codes, they replace the channel's. Only workspace codes can have sub-codes. Use a workspace when different queues on the same channel need different codes.

Expected result: you know whether you'll set the codes on the channel (for example on its Completion Codes step) or on the workspace (step 4).

4. Add the completion codes to the agent workspace

1. Go to Agents › Agent Workspaces and open the workspace that the queue uses – the Agent workspace field on the workflow's Queue node.
2. Open the Completion Codes tab and turn on Completion Codes.
3. Type a code in Add a new completion code, for example Resolved, and click Add. Repeat for each code.
4. To add a sub-code, click Add child (the + on the code's row), type it, for example Refund issued, and press Enter. Empty sub-codes can't be saved.
5. Drag the codes into the order agents should see.
6. Optionally, on the Details tab, turn on Override global wrap up timer to give this workspace's queues a different wrap-up time.
7. Click Save.

Expected result: Agent workspace successfully updated! The codes are listed, with sub-codes under their code.

See Completion Codes tab.

Part 2 – Use them (Agent)

5. Take a break and come back

1. Log in to the Agent applicationAgent Application – The Agent facing website of Graia providing the UI elements to consume its feature set.. You start in the default break.
2. Open your profile menu and choose one of the breaks from step 2.
3. Choose Available in the profile menu, or click Start Working, to leave the break.

Expected result: the work areaWork Area – The primary display area in the Agent Application where the active Conversation with a customer is displayed. is orange during the break and the break's name is shown. A break with a timer ends by itself.

See Agent states.

6. Wrap up a task with a code

1. Take a task from the queue, then end the conversation. The task goes into wrap-up.
2. Choose a Completion code – and a sub-code, if the code has them – and optionally type a Note.
3. Close the task. With a wrap-up timer, you can use Extend Wrap-Up if you need more time.

Expected result: the task closes. With Mandatory completion code on, you can't close it without a code.

See Wrap up state.

Part 3 – See the results (Supervisor)

7. Check codes and breaks in the reports

1. Go to Historical Reports › Tasks and find the test task. Its completion code is shown on its row. To list all tasks with one code, add a CompletionCode filter.
2. Open the Teams report and look at Break reasons: how long each break was used today.

Expected result: the test task shows your code; the break you took is in Break reasons.

See Task history and Teams report: Break reasons.

Check that it works

#	Do this	You should see
1	Open the agent's profile menu	The tenant breaks plus the business unit's, in your order
2	Take a break with a timer	The agent becomes Available when it runs out
3	Wrap up a task from the queue	The workspace's codes and sub-codes, not the channel's
4	Try to close without a code (mandatory codes on)	The task can't be closed
5	Let the wrap-up timer run out without a code	The task closes with AfterWorkTimeout
6	Open Historical Reports › Tasks	The code on the task's row

If it doesn't work

Symptom	Likely cause	Fix
Agents see the channel's codes, not the workspace's	The queue doesn't use the workspace, or Completion Codes is off on the workspace	Step 4
No sub-codes	Sub-codes only exist on workspace codes	Step 4
Save stays disabled on the workspace	A sub-code is empty	Fill it or delete it
A new break or code doesn't show	The agent's session predates the change	Ask the agent to log out and back in
Tasks close before agents finish	The wrap-up timer is too short	Lengthen it, allow resets, or override it per workspace
Many tasks with AfterWorkTimeout	Agents run out of wrap-up time before choosing a code	Same as above

Related

• Configuration: Agents tab
• Business units: Breaks
• The agent workspace: Completion Codes tab
• Agent states
• Tasks and wrap-up (Agent)
• Task history
• Teams report