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Changing Wrap-up codes in CAD (UCCE)
Changing Wrap-up codes in CAD (UCCE) “How to change wrap-up codes on the Cisco Agent Desktop (CAD)”. Wrap up codes are used by agents, in order to categorise an inbound or outbound call. Categorising each individual call, allows a better insight in call volumes, talk times etc, that are offered in certain categories. The place where the wrap up codes are modified, is the Cisco Desktop Workflow administrator (see previous posts). Let me pull…
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