Call Result (Wrap-Up)

after a call ends, unaric voice allows you to log a call result , also known as a wrap up the call result serves two key purposes it is saved in a dedicated field within the call activity it appears in the subject line of the call record (this is configurable) this feature is commonly used to track outcomes such as got voicemail or meeting scheduled in this way, you can categorize the outcome of the interaction and consequently track call performance across teams flow graph td a\[call ends] > d{call direction?} d >|outbound| e\[outbound picklist\<br/>got voicemail, meeting, no answer] d >|inbound| f\[inbound picklist\<br/>callback, transfer, resolved] e > g\[user selects call result] f > g g > h\[call result saved] h > i\[dedicated field\<br/>in call activity] h > j\[subject line\<br/>of call record] i > k\[sales engagement\<br/>cadence influenced] j > k classdef teal fill #08496b,color\ white,stroke\ none,font family\ arial,font size 18px classdef matisse fill #1b7ea1,color\ white,stroke\ none,font family\ arial,font size 18px classdef diamond fill\ white,stroke #1b7ea1,color #08496b,shape\ diamond,font family\ arial,font size 17px classdef rectangle fill\ white,stroke #1b7ea1,color #08496b,font family\ arial,font size 18px class a teal class d diamond class e,f,g,h,i,j rectangle class k matisse wrap up picklists unaric voice supports separate picklists for inbound and outbound calls to ensure relevant options are presented depending on the call direction call type result examples outbound got voicemail, out of office, meeting, no answer inbound requested callback, transferred to support, resolved call result ui after the call is terminated, you can benchmark the call by selecting a call result it is saved in an own field in the activity of the call and is also visible in the subject line of the phone call call wrap up time once a call ends, a wrap up timer begins this gives the user time to log the call result and complete any post call notes or actions how it works the wrap up time duration is defined in the call center setup the user can extend the timer hover over the 🕒 icon to see how much time is left click the icon to extend the wrap up period for the current call if the user manually changes their presence status (e g , to dnd), the wrap up timer is skipped, and the selected status takes effect immediately wrap up time does not apply to outbound calls that were not answered (unsuccessful calls) configuration options admins can tailor how wrap up works to meet specific requirements wrap up groups can be created to provide different result lists for different use cases (e g , sales vs service, or product specific outcomes) the call result field can be mandatory optional disabled a default value can be set for the picklist you must enable both call wrap up and create record during call features in the softphone layout for this functionality to work