What report displays the wrap-up codes that agents used for interactions in one or more queues during a specific date and time range?

What report displays the wrap-up codes that agents used for interactions in one or more queues during a specific date and time range?

• A. Queue Metrics Daily Report
• B. Queue Metrics Summary Report
• C. Outbound Reports
• D. Queue Wrapup Summary Report

Answer: (D)

Wrap-up codes are the post-interaction categories agents apply after handling an contact to classify the outcome or follow-up needed. To see which codes were used across one or more queues within a specific date and time range, you look at the Queue Wrapup Summary Report. This report specifically aggregates wrap-up codes by code value and by queue over your chosen time window, so you can quickly assess how interactions were categorized and where certain codes are most common. Other reports focus on queue performance metrics (like wait times, service levels, and occupancy) or on outbound activities, and they don’t center on the wrap-up codes themselves. So when the goal is understanding which wrap-up codes were used during a period across queues, the Queue Wrapup Summary Report is the appropriate choice.

Wrap-up codes are the post-interaction categories agents apply after handling an contact to classify the outcome or follow-up needed. To see which codes were used across one or more queues within a specific date and time range, you look at the Queue Wrapup Summary Report. This report specifically aggregates wrap-up codes by code value and by queue over your chosen time window, so you can quickly assess how interactions were categorized and where certain codes are most common.

Other reports focus on queue performance metrics (like wait times, service levels, and occupancy) or on outbound activities, and they don’t center on the wrap-up codes themselves. So when the goal is understanding which wrap-up codes were used during a period across queues, the Queue Wrapup Summary Report is the appropriate choice.