Wrap-Up Reasons Report for Chat and Email

The Wrap-Up Reasons Report for Chat and Email presents a summary of Wrap-Up Reasons applied by an agent for the chats and emails. It also displays the total number of the Wrap-Up Reasons used for chats and emails.

Charts

None

Fields

The report includes a table that displays the following information:

Field	Description
Category	Name of the category to which the selected Wrap-Up Reason belongs to.
Wrap-Up Reason	Name of the Wrap-Up Reason applied by the agent.
Agent Name	Name of the agent who applied the Wrap-Up Reason.
Agent ID	Login ID of the agent.
Chat	Number of chats to which Wrap-Up Reasons were applied.
Email	Number of emails to which Wrap-Up Reasons were applied.
Total	Total number of the chats and emails to which the Wrap-Up Reasons were applied.

Filter criteria

You can filter using the following parameters:

Filter parameter	Result
Wrap-Up Category	Displays information for the specified Wrap-Up Category.
Agent Name	Displays information for the specified Agent Name.

Grouping criteria

You can group using the following parameters:

Grouping parameter	Result
Category	Displays information for the specified Category.
Wrap-Up Reason	Displays information for the specified Wrap-Up Reason.