Is it possible to make wrap up codes mandatory?
Is it possible to make wrap up codes mandatory as reason codes? What I mean is, when users have to change their status to 'Not Ready' they HAVE to set a reason code for...now, is it possible to do the same with wrap up codes?
Assigning Wrap-up Data Descriptions
Wrap-up data descriptions can be assigned at the global and at the work flow group level. Global wrap-up data descriptions are available to all agents. Work flow group level wrap-up data descriptions are available only to the agents in that specific work flow group.
Please refer the section "Wrap-up Data" from page 54 onwards in the below link,
Hope this helps.
Please rate helpful posts !!