User Community Feedback

At the end of a call, the Wrap Up Reasons box pops up. Agents can select a reason code, then exit out of the status. This is not intuitive. Since this is a status change, agents should use the dropdown to change their status or exit Wrap Up early. Interaction with the interface should remain as consistent as possible to make agents efficient and learn a new platform more easily.

I understand that the wrap up reason box is to give agents the options of multiple wrap up reason codes. What if there is only one? Can we eliminate that box all together. Or at least default to the only choice there is, i.e. less clicks for the agent.

agent desktop w...

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