Overview
Drive consistent wrap-up codes, notes, and auto-created follow-up tasks.
Problem
Inconsistent wrap-ups slow reporting and cause missed follow-ups.
Solution
VoiceLink enforces disposition sets per queue and triggers ActionDesk tasks or CRM updates based on codes and transcript keywords.
How it works
Configure disposition lists, map codes to automations, and set ACW timers. Use transcripts to suggest codes and pre-fill notes.
Who is this for
Support Manager
Ops Lead
Expected outcomes
- Standardized reporting & analytics
- Fewer missed follow-ups
Key metrics
Average ACW time
Baseline
180 seconds
Target
90 seconds
Missed follow-ups
Baseline
22 count/mo
Target
4 count/mo
Gallery
Downloads & templates
Case studies
Marketplace L2 halves ACW
Suggested codes and tasks sped up wrap-up.
Marketplace SMB LATAM
Security impact
- Notes, dispositions, task metadata · PII: possible (free-text)
Compliance
- Data retention & redaction of notes
Availability & next steps
Team
Business
Enterprise