Call Center - Call Wrap-Up / Call Results

To rate a phone call, you can activate the Call Wrap-Up feature, which is displayed at the end of the phone call in the CTI Data Connector SoftPhone.

The selected item is saved with the note as an activity in the field Call Result.

Find out more about the call result feature in Call Result (Call Wrap-Up)

Enable Call Wrap-Up

If enabled, the call Wrap-Up selection is available in the CTI Data Connector SoftPhone.

Save Call Wrap-Up language dependent

If this option is enabled, it will save the Call Wrap-Up selection precisely in the language of the user (provided the value is translated). This option should be used if the Salesforce organization only works with one language setup. If you have an international setup, it may be required to do reports about all the countries in one language. If unticked, the Call Wrap-Up API name is used (English by default).

For more information see: Translating and adding picklist values.

Call Wrap-Up Selection required for

The user has to select a call wrap code. It can be configured for incoming and outgoing calls individually.

If the call Wrap-Up is missing and the user clicks on the button: Save, he gets a message to select a call Wrap-Up.

Note

The phone call would still be saved to ensure that all other details of the call are not lost.

Incoming call - default value

You can define a default value for the call Wrap-Up for incoming calls. The user can select any other option. If no other option is selected, the default value is saved.

The default value: No selection is required if the option is enabled, that a call Wrap-Up is required.

Outgoing call - default value

You can define a default value for the call Wrap-Up for outgoing calls. The user can select any other option. If no other option is selected, the default value is saved.

The default value: No selection is required if the option is enabled, that a call Wrap-Up is required.

Call Wrap-Up groups can be used to have, e.g., different call Wrap-Up lists for sales and service or having product dependent lists

Allow to select a Call Wrap-Up group

If enabled, the user can select after each phone call a group and the call Wrap-Up picklist will only show the values of the group.

Call Wrap-Up group

This will be the default call Wrap-Up group if call Wrap-Up group selection is enabled. If disabled, the user will get the picklist values assigned to the specified group.

Example

If call Wrap-Up group is Sales and the call Wrap-Up group selection is disabled, then the user only gets the values, specified for sales.

By default, a call result cannot be selected for unsuccessful outgoing calls.

However, if the user should be able to select a call result or type in a note, check: Enable Call Wrap-Up for No Answer calls. As default value in the picklist, the text configured in: No Answer Custom Text - will be used.

There are 2 particular call results.

•If you enable Automatically create an activity for unsuccessful incoming calls, an activity is created with the subject line: Missed Call and the call result: Missed Call. You can change these values using Missed call - custom text (text is shown in the CTI Data Connector SoftPhone) and Missed call - text saved in activity

•If you enable Automatically create an activity for unsuccessful outgoing calls, an activity is created with the subject line: No Answer and the call result: No Answer. You can change these values using No Answer - custom text (text is shown in the CTI Data Connector SoftPhone) and No Answer - text saved in activity

In the example above the call Wrap-Up No Answer / Busy will be suggested for a non-successful outgoing call but you can select another call Wrap-Up option or type in a note.

If you want to have different options depending on user groups (e.g. sales and support or you have locations in different countries) you can install multiple Call Center Adapters.

A good idea is to add the call Wrap-Up code in the activity history view. One glimpse and you are informed about the result of the last call.