Which report would you use to view the wrap-up codes used by agents?

Which report would you use to view the wrap-up codes used by agents?

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

Answer: (D)

Wrap-up codes are the categories agents assign to summarize the outcome of a handled contact during after-call work. To view which codes were used and how often, the report designed to summarize this specific data is the Queue Wrapup Summary Report. It focuses on wrap-up activity, showing counts (and often breakdowns by code, queue, and time period), which gives clear visibility into how agents are classifying post-call work. The other reports track different aspects: queue metrics daily looks at general queue performance for a day without detailing wrap-up codes; the queue metrics summary report provides aggregated queue performance Metrics but not the per-code wrap-up details; outbound reports pertain to outbound dialing activities rather than wrap-up categorization.

Wrap-up codes are the categories agents assign to summarize the outcome of a handled contact during after-call work. To view which codes were used and how often, the report designed to summarize this specific data is the Queue Wrapup Summary Report. It focuses on wrap-up activity, showing counts (and often breakdowns by code, queue, and time period), which gives clear visibility into how agents are classifying post-call work.

The other reports track different aspects: queue metrics daily looks at general queue performance for a day without detailing wrap-up codes; the queue metrics summary report provides aggregated queue performance Metrics but not the per-code wrap-up details; outbound reports pertain to outbound dialing activities rather than wrap-up categorization.