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How Do I Configure Wrap-Up Time?

Wrap-up time is the amount of time needed by an agent to complete any extra tasks that are directly associated with the call that they just completed. You can set the amount of wrap-up time for your contact center using the Permissions tab under Desktop.

What's the difference between timed and unlimited wrap-up time?

  • Timed wrap-up: agents have a limited amount of time to completer their after call work before they are automatically put into the Ready status, so they can take the next call in the ACD queue.
  • Unlimited wrap-up: agents have an unlimited amount of time to finish their after call work before they manually put themselves back into the Ready status.

How do I enable unlimited wrap-up time?

Click Unlimited Wrap-Up Time to enable agents to have an unlimited amount of time to finish up their calls:

VCC263 Unlimited Wrapup.png

You'll see a Wrap-up Time updated message in the lower right-hand corner after the wrap-up time is successfully updated.

Important
  • When this option is enabled, two things happen:
    1. agents have an unlimited amount of time to finish their after call work before they manually put themselves back into the Ready state
    2. it disables the value entered for the timed wrap-up
  • This configuration setting must only be modified when agents are not logged in. Alternatively, agents who are logged in when the wrap-up configuration is changed must log out and log in again for the change to take effect.
  • Only one wrap-up time value is allowed.

How do I disable unlimited wrap-up time?

Click to remove the check mark in the Unlimited Wrap-Up Time check box to disable this feature. You'll see a Wrap-up Time updated message in the lower right-hand corner after the wrap-up time is successfully updated.

How do I set timed wrap-up?

You can set a value for the amount of time (measured in seconds) that an agent can take to complete any extra tasks that are directly associated with their completed call. Agents can extend their After Call Work time by selecting an After Call Work reason code.

  1. You set the timed wrap-up by entering a time value (in seconds) in the Wrap-Up Time (seconds) field:
    VCC263 Wrapup.png
  2. To save your changes, click Apply. You'll see a Wrap-up Time updated message in the lower right-hand corner after the wrap-up time is successfully updated.

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This page was last modified on October 21, 2016, at 06:25.