Wrap Up Codes

Introduction

RingQ is a cloud-based communications platform that helps contact centers manage calls efficiently and track performance. Wrap-up codes in RingQ let agents quickly record the outcome of each call, making it easier to analyze trends and improve service. This guide explains how to use wrap-up codes effectively so your team can work smarter and provide a better customer experience.

Why use Wrap-Up Codes?

• Categorize call outcomes — e.g., Sale Completed, Follow-up Needed, No Answer.
• Enable reporting — managers can see call patterns, conversion rates, and issue trends.
• Assist in follow-ups — ensures the right team member can take the next step without listening to the entire call.
• Improve training — by analyzing successful vs. unsuccessful call results.

How Wrap-Up Codes Work in RingQ

1. Call Ends → The system switches the agent into Wrap-Up Mode (a short timeframe before they become available for the next call).

2. Agent Selects a Code → From a dropdown list in the RingQ Dialer or CRM screen.

3. Optional Notes → Agents can add details alongside the wrap-up code for clarity.

4. Data Saved to Reports → Both the code and notes are stored with the call record.

Example Wrap-Up Code Categories

Setting Up Wrap-Up Codes in RingQ

Best Practices

• Keep the list short & relevant (8–12 codes max).
• Make sure every code is mutually exclusive (no overlap in meaning).
• Train agents to always select a code before finishing ACW.
• Review wrap-up code reports weekly to identify trends and improve scripts.