Create labels (wrap-up fields) that can be used to organize items in a channel automatically according to rules or manually by an agent during wrap-up.
The labels are ready for use:
Wrap-Up Fields allow you to capture information from agents based on engagement; ask agents to provide a category, status, or custom fields after a conversation. You can make these mandatory. We recommend using these as they can be reported on and used to understand trends and volume. Wrap-up fields are also very helpful for CRM integrations and enable easier and more organized follow up as needed.