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:

Open the Worker Status Events page (Configuration > Routing > Worker Status Event).

Click Add new.

Select the Wrap-up Event.

In the Wrap-up Event, enter the 'Group Name' and 'Event Name' in the appropriate fields.

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.

For tenants with Call Recordings (System Settings > Call Recordings) and the Agent Insights add-on, select AI to allow Workers with Agent Insights capabilities to view the call’s transcript, summary, and sentiment, and to enable sending this data to the CRM.

Configuration includes five 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.

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‘Additional notes’ – Allows Worker to add notes at the end of the call.

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‘Recording Link’ – Sends to CRM ticket a URL with call details and recording.

For each component, you can decide which information is sent to if the agent can view it.

Select Send to CRM - at the end of the call the information is sent to the CRM as a .json file.

Select Worker View to allow the Worker to view the information.

Enter the 'CRM URL'.

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.