Which report would you consult to analyze wrap-up code usage across multiple queues?

• A. Queue Wrapup Summary Report
• B. Queue Metrics Daily Report
• C. Outbound Reports
• D. Queue Metrics Summary Report

Answer: (A)

Wrap-up codes categorize post-call outcomes, so to understand how these codes are used across multiple queues you need a report that directly tracks wrap-up code usage across those queues. The Queue Wrapup Summary Report provides counts (and trends) of each wrap-up code by queue, giving a consolidated view across all queues. This lets you compare code usage between queues, spot common codes, and identify training or process needs. Other reports focus on general queue metrics or outbound activity and don’t specifically surface how wrap-up codes are applied across multiple queues, so they wouldn’t give the targeted cross-queue wrap-up insights you’re after.