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Wrapping Up Communication Activities

When you hang up after a phone call, or when you reply to an email, the application automatically opens the Wrap Up form, depending on your configuration. For voicemails, you must manually open the Wrap Up form to complete the communication activity.

In the Wrap Up form, you can summarize what occurred during the communication. You can also link other records to the activity, such as accounts and contacts, in the Wrap Up form. Linking records creates a historical audit of all communications between your company and a contact or account. You can also track all communications required to resolve a service request or all communications generated by a specific campaign, which helps your company measure overall campaign effectiveness.

The following table describes some fields in the Wrap Up form.

Field

Description

Key Task Information

Owner

Alias of the record owner. Generally, the owner can update the record, transfer the record to another owner, or delete the record. However, access levels can be adjusted to restrict or expand a user's access.

This value affects which records are included in reports you or your managers run, as well as visibility in managed lists.

Subject

Default is the Activity Subtype followed by the phone number or email address.

Priority

Priority for this activity, as determined by your company setup. Read-only field.

Origin

Phone number or email address from which the call is made or the email address sent. Read-only field.

Destination

Phone number that the customer dials or target email address for the email. Read-only field.

Status

Defaults to Completed in the Wrap Up form. If you save the information with a status of Completed, the activity appears in the Recently Completed Communications section on your Communications Homepage.

Type

Activity type as defined at your company. Read-only.

Activity Subtype

Specific activity type. You cannot edit these values; only your company administrator can change or add values to the drop-down list.

Default values are Inbound Call, Outbound Call, Inbound Transfer, Outbound Transfer, Missed Transfer, Inbound Email, Outbound Email, Forwarded Email, Reassigned Email, Email Response, Inbound Voicemail, Outbound Voicemail, Forwarded Voicemail, Reassigned Voicemail, Callback, and Web Callback.

Resolution Code

Short description of how this call is resolved.

Default values are Bad Number, Busy, Call Back, Customer Update, Discarded Email, General Question, Literature Request, New Account, New Contact, New Lead, New Opportunity, New Service Request, No Answer, Not Interested, Outside Transfer, Other, Product Question, Reassigned to Agent, Reassigned to Group, Response Given, Scheduled Follow Up, Transferred to Agent, Transferred to Group, and Transferred to Voicemail.

Your company administrator can change or add values to the drop-down list.

Related Items

Records linked to the activity. Call Center On Demand automatically links records when the activity is created based on information captured by the application, such as origin, destination, and other caller entered digits.

You can also create new records that are automatically linked to this activity or select existing ones to link. Click the Lookup icon next to the record type. On the Search page, select the existing record or click New, enter the required information on the Edit page, and save the record.

Additional Information

Modified By

Name of the person who creates or updates the record followed by the date and time it occurs. System-generated.

Description

Additional information about the call. Limit of 2,000 characters.


Published 05/11/2007