Wrap-up codes

Wrap-up codes are used to categorize the reason for an interaction across different channels such as Sales, Service, Chat, Email, Outbound, and Specialty Queues. Here are the main types of wrap-up codes:

Sales: Placed Order / Converted Sale Service Call on Sales Prank / No Caller / Technical / Wrong Number Credit Card / Payment Issue Not Enough Information to Complete Order Too Late for Desired Delivery Date / Zip Code Cut Off Other (Do Not Use)

Service: Sales Prank Caller No Caller / Disconnected Callback - No Answer General Inquiry Billing / Receipt Transfer Cancel Status Check / Tracking Web Support Order Change Quality Issue Delivered Wrong Delivery Issue Test Call Other (Do Not Use)

Chat: Sales Prank No Chatter/Disconnected General Inquiry Billing / Receipt Transfer Cancel Status Check / Tracking Web Support Order Change Quality Issue Delivery Issue Delivered Wrong Test Chat Other (Do Not Use)

Email: Sales General Inquiry Billing / Receipt Transfer Cancel Status Check / Tracking Web Support Other (Do Not Use)

Outbound: N/A - No Answer VM- Voicemail Sales - Converted Sales - NOT Converted Service Transfer General Inquiry Test Call Outbound Other (Do Not Use)

Specialty Queues (H&D): Cancel order Change order (address, greeting, arrival date, maintenance) Delivery (late, early, non-delivery) Delivery status (where is my order) Discount (missed, not working, etc.) Passport (not working, restrictions) Payment issues (Savings Pass, Bankcard, PayPal) Product info (ingredients, allergens, etc.) Quality issue (spoiled, melted, etc.) Shopping (help customer select a gift) Transfer to another queue or brand Unsubscribe (catalog, emails, subscriptions) Website issues (unable to login, error) Wine Processing

Each wrap-up code should be selected based on the outcome of the interaction to ensure accurate tracking and reporting.