Terminate agent wrap up

Discussion in 'Ideas' started by Rob Caves, Apr 3, 2018.

Terminate agent wrap up 5 5 9votes
5/5, 9 votes

  1. Rob Caves

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    We have a new customer that runs 3CX enterprise in their call centre.

    One thing they have pointed out is the fact that queue agents should have the ability to terminate their own wrap up time.

    Currently agents have to wait for the queue wrap up time to lapse before they are available to take calls again and this is frustrating for them when they have dealt with a quick and easy call (wrong number for example) and they are ready to take the next call quickly.

    All the best

    Rob
     
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  2. rvoosterhout

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    I agree with this. It would be great to have a button in the webclient to cancel your wrap up time. This way you can answer calls quicker and you won't get a flooded queue. My example is that we have 2 agents, 1 is having lunch (which logs him out of the queue) and the other one is stuck in a wrap up time after a call. There is no way to answer a waiting queue call.
     
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  3. jhn

    jhn

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    +1 for this one and logically also allow for extending the wrap up time if needed
     
  4. mwalker

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  5. Jonathan TTG

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