Contact Center Wrap Code Accuracy Audit

Audit a sample of agent call dispositions against call recordings and case notes to verify wrap codes accurately reflect the actual reason for contact and disposition outcome.

Audit Scope and Sample Identification

• Call record and sample ID are documented
  Record the call ID, interaction date/time, agent name or ID, queue/team, and sample source.
• Audit period and sample size are defined
  Document the date range reviewed and the number of interactions sampled.
• Recording, CRM notes, and disposition record are available
• Interaction type is correctly identified
  Select the interaction type reviewed.

Reason for Contact Verification

• Primary reason for contact is accurately identified
  Summarize the main issue or request expressed by the customer.
• Secondary reasons or related issues are captured when present
  Select any additional issues discussed during the interaction.
• Customer intent is clear from the interaction
• Any escalation, transfer, or follow-up request is captured

Wrap Code Accuracy Review

• Assigned wrap code matches the primary reason for contact
• Assigned wrap code matches the final call outcome
• Wrap code taxonomy was applied consistently
  Rate whether the code selection followed the published definitions and decision rules.
• Any miscode is classified by error type
  Select the observed reason for any mismatch.

Documentation and Downstream Impact

• CRM notes support the selected wrap code
• Required follow-up task or case disposition was created
• Miscode could affect reporting, routing, or SLA metrics

Findings and Corrective Actions

• Overall audit result
• Corrective action or coaching recommendation
  Describe the coaching point, taxonomy clarification, or process fix needed.
• Reviewer signature