At Landis, we’re focused on making technology life-friendly, and today we’ll talk a little bit about how we do that with wrap-up questions.
Wrap-up questions are a function of a Landis queue, and they give you the ability to gather information from your agent right after they’re done with a customer interaction.
Configuring Wrap-Up Questions
Under Configuration, if you have permission to adjust them (this is normally an admin privilege), you’ll see the Wrap-Up Questions tab.
Go there to create and manage questions such as creating a new set of questions for each queue. You can name it and decide what questions you want to ask — and also what answers you want to allow the agent to respond with.
It is possible to add up to 10 questions in each set.
Activating Wrap-Up Questions
Once the questions are configured, you can activate them within your queues.
In the General tab, near the bottom, you’ll see the Wrap-Up section. Here, you can choose the answer set you want to use and set the wrap-up timer.
The wrap-up timer can be configured to allow just a little bit of time for answering questions, or you can give agents extra time for paperwork — ensuring they aren’t interrupted by a new call immediately after ending the previous one.
Demonstrating Wrap-Up Questions
When a call enters the system, the agent panel lights up with the call pop, showing information about the inbound call.
After answering the call and then hanging up, the Wrap-Up flyout appears.
This panel offers the ability to answer the configured questions. Once answered, you can click Finish.
If the timer is allowed to count down all the way instead of clicking Finish, the system would automatically submit the wrap-up responses — the behavior is exactly the same either way. Agents can click Finish at any point to submit the responses early.
Reporting on Wrap-Up Questions
The Wrap-Up Answer Report in the Analytics and Reports section provides a useful summary. It includes graphs showing how many calls were answered with each response, along with data on every individual call below the graph.
You can also export this data to Excel, giving you the flexibility to create your own custom charts or reports if needed.
To find out more of Landis Contact Center’s features, reach out to talk to a contact center expert.
