Which of the following is included in the Queue Wrapup Summary Report?

Which of the following is included in the Queue Wrapup Summary Report?

• A. The daily schedule of agents
• B. The total number of interactions with the wrap-up code
• C. The inbound queue wait times
• D. The live agent availability

Answer: (B)

Queue Wrapup Summary is focused on how wrap-up codes are used after handling interactions in a queue. The data that best fits this report is the total number of interactions that used a given wrap-up code. This metric shows how often each wrap-up category is applied, which helps with quality assurance, process improvement, and training by revealing which post-call tasks are most common. Other metrics listed belong to different areas: daily agent schedules are part of scheduling data, inbound queue wait times come from queue performance metrics, and live agent availability is a real-time status metric. They aren’t the focus of wrap-up reporting, which is why counting interactions by wrap-up code is the correct choice.

Queue Wrapup Summary is focused on how wrap-up codes are used after handling interactions in a queue. The data that best fits this report is the total number of interactions that used a given wrap-up code. This metric shows how often each wrap-up category is applied, which helps with quality assurance, process improvement, and training by revealing which post-call tasks are most common.

Other metrics listed belong to different areas: daily agent schedules are part of scheduling data, inbound queue wait times come from queue performance metrics, and live agent availability is a real-time status metric. They aren’t the focus of wrap-up reporting, which is why counting interactions by wrap-up code is the correct choice.