Pick a vertical or CSQ type, set whether codes are mandatory, and get a clean 2-level wrap-up tree ready to paste into UCCX Admin + matching report filters.
When agents enter wrap-up codes inconsistently — or worse, skip them — your CSQ reports show activity but no outcome. This tool builds a 2-level wrap-up code tree for each vertical (sales, support, billing, healthcare, appointments) with 8–15 codes total. Too few and reports are meaningless; too many and agents guess or click the first option.
Pick a vertical, click Generate Codes.
Top-level grouping. 3–5 categories max.
2–5 codes per category. Total 8–15.
Each code maps to "resolved" / "escalated" / "abandoned" for reporting.
Make wrap-up codes mandatory. The "let agents skip if in a rush" compromise means 60% of calls get coded "Other" or don't get coded at all, making First-Call Resolution reporting useless. If you're worried about forcing it on agents, limit the tree to 8 codes — short lists get coded accurately.
Design mistake to avoid: creating a code for every possible thing a caller says. Wrap-up codes describe why the agent handled the call, not what the caller said. "Password reset", "Account unlocked", "Service outage investigated" are good. "Customer asked about pricing" is too granular — use "Sales inquiry" instead.
Pair wrap-up codes with Not Ready reason codes for a complete picture. Not Ready reasons explain why an agent went offline; wrap-up codes explain what they resolved. Together they tell you both capacity (Not Ready) and productivity (wrap-up).
Above 15 and agents stop coding accurately. Target 8–12.
Yes — UCCX supports assigning wrap-up code lists per CSQ. Use this if Sales and Support have different outcomes.
UCCX Admin → Subsystems → RmCm → Wrap-up Data → Add New. One entry per code.
CUIC "Contact Service Queue Activity Report" shows code distribution. Custom reports can group by code.
Support CSQ, mandatory codes.
Appointment booking, mandatory.
Warm lead intake, optional codes.
Our UC Modernization Sprint includes wrap-up rollout + agent training + QA coaching playbook.