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Wrap-up Codes

Wrap-up codes are the after-call categorizations that agents select in Webex Contact Center when they finish a call. Cloverhound Cloud imports the wrap-up codes configured in your Webex tenant and lets you map each one to a campaign disposition, so dialer results reflect what the agent actually reported. This page lives under the Campaigns module.

Accessing Wrap-up Codes​

  1. Navigate to the Campaigns module.

  2. Open the Wrap-up Codes page from the sidebar.

    Wrap-up Codes page

  3. Use the search box to find a specific wrap-up code by name.

The table lists each wrap-up code with:

  • Name — the wrap-up code label, imported from Webex.
  • Description — optional notes about what the code means.
  • Disposition — the campaign disposition currently mapped to this code. Unmapped codes show -.
  • Webex ID — the provider reference ID from Webex Contact Center.
info

Wrap-up code names are read-only in Cloverhound Cloud. Edit them in Webex Control Hub; changes sync back to Cloverhound Cloud automatically.

Assigning a Disposition​

Mapping a wrap-up code to a campaign disposition tells Cloverhound Cloud how to treat the record once an agent selects that code. For example, mapping a "Bad Number" wrap-up code to the Invalid Number disposition lets your dialer stop attempting that number.

  1. Locate the wrap-up code in the table.

  2. Click the Assign Disposition button in that row.

  3. Select a disposition from the Campaign Disposition dropdown.

    Assign Disposition modal

  4. Click Save. The new mapping appears in the Disposition column.

To clear a mapping, open Assign Disposition again and pick - Default - from the dropdown.

Once each wrap-up code is mapped to a disposition, campaign outcomes reflect the categorization agents pick in Webex Contact Center.