The Issues: we have agents in 2 queues with a Wrap-up time of 30 sec, They Finish a call-in queue #1 but queue #2 has calls holding. As soon as they hang up with queue 1 call, the wrap-up time is not applied to the agent, and they get the Queue 2 call immediately.
Thoughts / Workarounds?
Thoughts / Workarounds?
