Templates › Inspections › SEO page

Run: Contact Center Wrap Code Accuracy Audit

Audit sampled contact center calls against recordings and CRM notes to confirm wrap codes match the real reason for contact and final disposition. Use it to ...

Fill this out, get a PDF emailed to you. No account required. Want to run it with your team and track results? Sign up free →

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 critical (required)

Yes No N/A

Interaction type is correctly identified

Select the interaction type reviewed.

Reason for Contact Verification

Primary reason for contact is accurately identified critical (required)

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 critical (required)

Yes No N/A

Any escalation, transfer, or follow-up request is captured

Yes No N/A

Wrap Code Accuracy Review

Assigned wrap code matches the primary reason for contact critical (required)

Yes No N/A

Assigned wrap code matches the final call outcome critical (required)

Yes No N/A

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

Yes No N/A

Required follow-up task or case disposition was created

Yes No N/A

Miscode could affect reporting, routing, or SLA metrics critical (required)

Yes No N/A

Findings and Corrective Actions

Overall audit result

Note (optional)

Corrective action or coaching recommendation

Describe the coaching point, taxonomy clarification, or process fix needed.

Reviewer signature

Get your results

Enter your email — we'll send you a PDF of your filled-out template, plus the occasional MangoScoop newsletter (templates, workflow tips, product updates). Unsubscribe anytime — link is in every email.

Email (required)

Your name (optional)

Generated with MangoApps Templates — browse 250+ free

Ask AI Product Advisor

Hi! I'm the MangoApps Product Advisor. I can help you with:

Understanding our 40+ workplace apps
Finding the right solution for your needs
Answering questions about pricing and features
Pointing you to free tools you can try right now

What would you like to know?