Learn how to deal with wrap-ups and dispositions.
Although wrap-up procedures vary from contact center to contact center, this is generally the time it takes for you to “wrap-up” the business of the interaction with the customer you just helped. Wrap-up happens after you terminate the call or chat, but BEFORE you take the next call or chat. During this time, you make yourself unavailable so you are not interrupted in doing wrap-up duties. This may include editing notes on the workitem, updating the contact record, doing fulfillment, or debriefing another agent or supervisor in topics or the company directory. One thing’s for sure – the final act of wrapping up is usually setting a disposition. These dispositions are defined by the system administrator and reflect the status that is peculiar to your business so as you can imagine these vary widely from business to business.
It is very important for you to set the disposition of a workitem as soon as you can during wrap- up. This is an important metric for supervisors to understand the efficacy of the agent team and the performance of the contact center as a whole. In fact, you cannot receive subsequent workitems from the queue until you choose a disposition, that’s how important it is.
If the workitem has not yet been dispositioned, a red field will show > here so you can choose a disposition. This will close and finalize the > workitem.
In addition to doing clean-up dispositioning on found workitems, you > can quickly disposition workitems while you are active with them – > that is the one you were just working on. Once you’ve clicked on the > “choose a disposition” drop-down icon, you will see a list of > dispositions that have been set by the system administrator. Highlight > the most appropriate one and click on it to set the disposition. This > is important because you will not be able to work on new workitems > until this is done. Once you’ve chosen the disposition, the active > workitem screen will disappear. You can always review the results of > the workitem by searching on it later.
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