Adding Worker Status Events
The procedure below describes how to add a Worker Status Event. You can add either a wrap-up event or a Not ready group event.
Add a Wrap-Up Event
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To add a Wrap-up event: |
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1.
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Open the Worker Status Events page (Configuration > Routing > Worker Status Event). |
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Select the Wrap-up Event. |
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In the Wrap-up Event, enter the 'Group Name' and 'Event Name' in the appropriate fields. |
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5. For Tenants with the Hybrid Worker feature enabled (System Settings > Hybrid Worker), select the ‘Hybrid Wrap-up’ checkbox to set a designated Wrap-up event for Hybrid Workers. |
If the event type is set to 'Wrap-up', the “Wrap-up max. Time Limit (Secs)” appears.
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Admins can enable AI Wrap-Up, allowing agents to finish a call with AI-generated insights. If the tenant has the Agent Insights add-on, the AI checkbox will be visible. Select AI. |
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Configuration includes three components: |
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'Transcript' – Contains the complete conversation between the caller and the agent, including speaker diarization that identifies who spoke and when. |
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'Summary' – Contains key conversation highlights and a short summary with follow-up actions, generated based on the prompt assigned by the admin for this event. |
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'Sentiment' – Displays the caller’s sentiment throughout the conversation, based on the analyzed interaction. |
For each component, you can decide which information is sent to if the agent can view it.
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a.
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Select Send to CRM - at the end of the call the information is sent to the CRM as a .json file. |
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Select Worker View, and the worker (agent) will be able to view the transcript. |
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If you selected 'Summary', under 'Summary Prompting', select one of the top 10 predefined prompts. Voca uses the selected prompt to generate the conversation summary. |
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You can write your own prompt to generate a summary. Under 'Summary Prompting', select Custom. |
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Under 'Data', click the edit icon. |
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Enter your custom prompt, and click OK. |
Add a Not Ready Group Event
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To add a Not Ready Group event: |
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Open the Worker Status Events page (Configuration > Routing > Worker Status Event). |
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Select the Not Ready Event. |
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In the Not Ready Event, enter the 'Group Name' and 'Event Name' in the appropriate fields. |
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Click  to add additional events. |