Call Wrap-Up & Results in Salesforce

After every call, Unaric Voice for Microsoft Teams prompts users to select a Call Result (Wrap-Up) from a configurable picklist.

This allows teams to categorize the outcome of the call - such as “Got Voicemail,” “Meeting Scheduled,” or “Not Interested” - with a single click.

The selected result is saved directly in the activity record and can also be shown in the subject line for faster reporting and filtering. It’s a fast, structured way to benchmark every interaction.

‍

Wrap-Up options are intelligently separated for inbound and outbound calls. For example, “Got Voicemail” is relevant to outbound calls but not inbound ones. This ensures users see only relevant choices, keeping the workflow clean and reducing input errors.

Admins can define result lists for both directions, making the process tailored to each call type and ensuring consistent data across teams.

‍

Call Wrap-Up Groups can be configured for different teams (like Sales vs. Support) or product lines. Each group can have its own picklist, default values, and rules.

You can choose to make a call result mandatory, optional, or disable it entirely. This flexibility ensures agents provide the level of post-call detail your business needs - without slowing them down.

‍

All selected Call Results are stored as discrete values in Salesforce, enabling clean and actionable reporting.

Whether you want to analyze outcomes by rep, campaign, or contact type, Wrap-Up data gives you the insights needed to improve follow-up strategies, training, and customer engagement.

With no manual entry or data cleaning required, your reports stay accurate and up to date.