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Before you can log an interaction, make sure it is open in the conversation window. If it isn't, click the interaction in the conversation log first.
In the Log call or Log chat, or Log email area area, select a disposition code, add notes, or both. (If you are working with a chat or email, you may need to click Log chat or Log email first first.) The details are automatically saved.
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When you end the interaction or the other participant or participants have left, continue logging the interaction in Log call, Log chat, or Log email or Log chat. (You can end the interaction by clicking End chat or End email in in the Log chat or Log email header or by clicking the end call icon or hanging up your hardphone.) If you have provided notes or a disposition code already during the interaction, these appear in Log call, or Log chat, or Log email. The behavior varies depending on whether providing a disposition code is mandatory or not.
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If providing a disposition code is optional, you are given a limited amount of wrap time to provide information. This time appears in the Log call, or Log chat, or Log email header header and counts down as time passes. If you need more time to provide information, if enabled for your account, click extend wrapup time icon
to increase that time back up to the configured maximum. When the time gets to 10 seconds, the timer changes color
. While wrap time remains, you cannot make or receive any new interactions.
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After you click Complete, or if the wrap time runs out, your notes and disposition code are saved, Log call, or Log chat, or Log email closes closes, and the interaction no longer appears in the conversation log.
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When you have selected a disposition code and finished providing any additional information about the interaction, click Complete. Log call, Log chat , or Log email or Log chat closes and the interaction no longer appears in the conversation log.
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