Wrap-up codes are the outcome labels an agent picks when a call ends, for example Sales, Complaint or No Answer. They turn every finished call into a result you can read later in Conversations and use in reports. You define the codes once, then decide which queues offer them.
Open them from Administration, Settings, Work Environment, Wrap-up Codes.
Watch the walkthrough
What you can do on this page
| Action | What it does | Permission needed |
|---|---|---|
| See the list of codes | Shows every code, its policy and the queues it is available in | Manage Wrap-up Codes (the Wrap-up Codes tab only appears with it) |
| Add Code | Creates a new code | Manage Wrap-up Codes |
| Edit, Delete | Changes or removes a code you created | Manage Wrap-up Codes |
| Assign Queues | Chooses the queues where a code is offered | Manage Wrap-up Codes |
| Assign codes from a queue | Ticks codes inside the queue's own settings | Agent Management (the permission that opens Queues) |
You find Manage Wrap-up Codes in the role permissions under Manage Work Environment Settings. The other tabs next to it, Segments, Statuses, Skills and Decline Reasons, are covered in their own articles.
The list of codes
The tab is titled Wrap-up Codes with the line Define wrap-up codes to assign to calls. Under the table you see the total, for example 7 wrap-up codes. Each row shows:
| Column | What it shows |
|---|---|
| Name | The name the agent sees |
| Policy | Completed or Reschedule |
| Queue Management | The queues where the code is available, as badges. If they do not all fit, a +N badge shows how many more there are. A dash means the code is not assigned to any queue yet |
| Actions | The row menu |
SESTEK AgenticCX comes with six codes: Sales, Complaint, Follow-up, Wrong Number, No Answer and Other. Codes you add appear in the same list.
Row menu
Select the menu icon at the end of a row. What you see depends on the kind of code.
The six built-in codes offer only Assign Queues. They cannot be edited or deleted.
Codes you created offer Edit and Delete.
Add a code
Select Add Code. The New Wrap-up Code form opens.
| Field | Required | Notes |
|---|---|---|
| Name | Yes | Up to 100 characters. The field stops accepting text at 100. Must be unique, and upper and lower case do not count as different |
| Policy | Yes | Completed (the default) or Reschedule |
| Queues | No | One or more queues. You can search the list. The field shows N items selected |
Select Save. Save stays disabled until the form is valid, and Cancel closes the form without changing anything.
Messages you can see
| Message | When |
|---|---|
| This field is required. | The name is empty |
| Name must be unique | A code with that name already exists, for example sales while Sales exists |
Assign queues to a built-in code
Choose Assign Queues in the row menu of a built-in code.
The dialog shows the code with its Name and Policy greyed out. Only Queues can be changed. Select Save to apply.
Edit or delete a code
Choose Edit in the row menu of a code you created. The Edit Wrap-up Code form has the same fields as the new-code form, and you can change the name, the policy and the queues.
Choose Delete to remove a code. A Delete Wrap-up Code window asks you to confirm: Are you sure you want to delete the wrap-up code {name}? Select Delete to confirm or Cancel to keep it.
SESTEK AgenticCX does not check whether the code is still in use before it is deleted.
Assign codes from the queue
You can also work from the other side. Go to Administration, Settings, Queues, open a queue and find Wrap-up Codes (Define wrap-up codes to assign to calls.). Open the list, search if you need to, and tick the codes this queue should offer. The field shows how many are selected. Select Save Queue to apply.
The two ways edit the same link between a code and a queue, so a change made in one place shows in the other.
How agents use the codes
When a human agent finishes a call, Agent Desktop shows the Wrap-up Code picker (Select Code) in the after-call work step. If there are no codes to choose from, the agent can simply select Finish. For a code with the Reschedule policy, the agent must also enter a Reschedule Date & Time, and that time has to be in the future.
In Conversations you can show the Wrap-up Code column and filter the list by it.
A typical setup
- Open Administration, Settings, Work Environment, Wrap-up Codes and check which of the six built-in codes you already have.
- Select Add Code for every outcome your agents need that is missing, for example Payment Promise with the Reschedule policy.
- In the same form, pick the queues that should offer the code, or leave Queues empty and assign them later.
- For the built-in codes, use Assign Queues in the row menu to add or remove queues.
- Check the Queue Management column. Every code should show the queues you expect.
Good to know
- Every code is linked to queues, and the list shows the link in Queue Management. A dash means the code is not assigned to any queue yet.
- Completed and Reschedule are the only two policies. Choose Reschedule for outcomes where the customer should be called again, such as a callback request.
- Human-agent campaigns use the wrap-up codes of their queues. When you pick queues in a campaign, the codes of those queues are suggested for the campaign automatically.
- Names are limited to 100 characters, so keep them short enough to read in the Agent Desktop picker.