agent wrap

  1. Call Queue Wrap-up

    I know this has been discussed many times throughout the forums over the past few years, but I would like to re-emphasize the need for traditional queue wrap-up functionality with the following items: Display the wrap-up timer for the agent and others to see. Allow the agent to cancel the...

  2. Wrap Timer for Missed Queue Calls

    We are using a Skill Based Routing queue but have run into issues when there is an available agent in Tier1 that does not answer and the call continues to ring them instead of ringing any of the available Tier2 agents. (Calls are only offered to Tier2 when no Tier1 agents are available and...
  3. kinetix

    Manual Wrap Up

    It would be great to have a WRAP UP time that would start when an Agent finishes their call, but ends MANUALLY by pressing a button (or something simlar). There are too many times where an Agent is waiting for Wrap Up time to be reached, and/or additional Wrap Up time is needed.
    • kinetix
    • Thread
    • agent agent wrap agent wrap up queue wrap wrap-up
    • Replies: 0
    • Forum: Server
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