How to Wrap Up a Call

This guide describes how an agent can wrap up and complete a call in RACE.

Guide Steps

• Wrap up is the state that the agent is automatically placed in once a task (e.g. voice, video, SMS, chat) is ended either by the customer or the agent. It provides the opportunity for the agent, for example, to update a third-party CRM customer record with notes they collected from their conversation with the customer.

• If a Race Admin has set up task outcomes, agents will be required to click on the Outcomes tab and select a suitable outcome from the drop-down menu before pressing complete. Agents also have the option to enter any relevant notes about the task.

• If outcomes are enabled and the agent hasn't selected an outcome before pressing Complete, they will see the following message.

• Once wrap-up has finished the agent can press complete. This will clear the task from the queue and put them into the available status, ready to accept new tasks.