After Call Work (ACW) and Wrap Codes
If configured in your NEONNOW instance, wrap codes and notes can be entered either during an active call, or after the call has ended. In addition, automatic call summaries (if enabled) can be used after a call is completed to generate summary of the call transcription.
Note: Wrap codes may be set to mandatory, or optional (skippable) in your instance.
Also, different wrap codes may be assigned to specific queues by your administrator.
Select a wrap code from the drop-down:
Wrap codes can also be displayed as a tree view:
Wrap notes can also be entered:
Skipping Wrap Code Entry
If wrap codes have not been set as mandatory in your NEONNOW instance, select 'skip' to not enter a wrap code.
Post Contact Summaries
If ‘Interaction Analysis’ is enabled by your administrator, a ‘Generate Notes’ button will be available. Selecting the button will populate the notes field with a summary of the conversation.
The summary can be adjusted as needed, select the blue tick to accept the suggested notes as shown below.
To view the call transcript, select the transcript button in the bottom toolbar as shown below.
