Wrap Up Form Features and Enhancements

Release Notes: Wrap Up Form Features

New Features and Enhancements

1. Wrap Up Timer Configuration

   • Super Admin Control: Super Admins can now configure the wrap-up timer in the general settings. The wrap-up form will display according to the set seconds.

   • Auto-Save Functionality: The wrap-up form now auto-saves every 5 seconds, ensuring no data is lost.

2. Pre-filled Data

   • Notes and Tags: Notes and tags recorded during the call are automatically populated in the wrap-up form when it opens.

3. Call End Form Replacement

   • Wrap Up Form Display: The old call end form will no longer appear. Instead, the wrap-up form will be displayed, capturing the wrap-up duration.

4. CX Log Table Integration

   • Wrap Up Duration: The wrap-up duration is now recorded and displayed in the CX log table and the exported Excel file.

   • Analytic Dashboard: Call end results and counts are accurately reflected in the analytic dashboard.

5. Prevent Incoming Calls During Wrap Up

   • Call Handling: New incoming calls are prevented when the agent is editing the wrap-up form, ensuring uninterrupted completion.

Bug Fixes

1. Failed to Upload Wrap Up Form

   • Addressed issues where the wrap-up form failed to upload due to missing customized fields in the case log.

2. Tags Selection Issue

   • Fixed the problem where tags could not be selected in the wrap-up form.

3. Sync with Telephony Case Log

   • Ensured that the Telephony Case Log is in sync with the wrap-up form state, retrieving notes and tags accurately.

4. Wrap Up Duration for Agent Transfers

   • Corrected the wrap-up duration display for agent-attended transfers in the CX logs and export files.

For more details, please refer to the specific tasks and enhancements: