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Agent status and wrap up time

Discussion in 'Ideas' started by viziontech, Jun 15, 2016.

Agent status and wrap up time 5 5 6votes
5/5, 6 votes

  1. viziontech

    Joined:
    Jul 13, 2012
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    The agents need more control over wrap up time or to have different statuses they can enter after a call.

    When in wrap up time it would be nice if the agent could either leave wrap up time early or manually grab a call that is waiting in the queue. Some times they may get finished with their wrap up notes quicker than normal and just have to wait until wrap up time is finished, we've seen calls abandoned while the agent is waiting on wrap up time to complete. It's a fine line to set the wrap up time to something that is a "one size fits all" time when we could let the agents enter a different status or break out of wrap up time manually.

    Additionally it would be helpful if there were other status categories they could enter so we could report on how the agents are spending their time. For example some categories could be: restroom, wrap up, call back, break, training, research, etc...

    Just logging in/out of the queue doesn't give us any analytics.

    Thank you,
    Eric
     
    DL_ and jhonku like this.
  2. jasonhayes

    jasonhayes New Member

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    I agree, it should be possible to end your wrap-up time to grab another call. Staff can be sat just waiting for their phone to ring. Perhaps from the switchboard, manager view, just by right clicking on the call and picking it up. I have tried to "transfer" it, but it then counts as an abandoned.
     
  3. KarstenW

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    Yes, this would be very helpful. Or is there another way to be in the queue but not get any further calls?
     
  4. jhonku

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    Mar 25, 2016
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    It is necessary to monitor different task that each agent perform during day. I vote to implement different logout status or not ready reasons.
     
  5. convermation

    Joined:
    Nov 21, 2008
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    Also if an agent is logged into more than 1 queue, then each queue does not respect the wrap up time of another queue. Perhaps adding a "multi-queue wrap-up time" would solve this?
     
    DL_ likes this.