Wrap up time

[jmyers]

I am looking for a way for a client to basically cut the wrap up time short and "go live" in the queue to accept another call. I can see where this was not available a few years ago but do not see anything new with it. From the best i could tell, it looked like it had been requested as a feature, but I can't tell if it ever happened and if so, i can't find the option in the software anywhere. Anybody have any input?

 

[VoIPTools]

Nothing has changed. 3CX does not support variable length wrap-up times. The only option is to log out of the queue, then log back into the queue when you are ready. Obviously that has some impacts on reports. I do not believe queues honor the Do Not Disturb presence status either, although you could use DND to automatically log people in/out of queues.

 

[concs]

Isn't that what this does?

 

[MarkNAS]

Isn't that what this does?
View attachment 33438

You can change the wrap time length there but it’s a static value for all agents in that queue with no override (other than login/out workaround).

For example some other systems will allow you to assign a BLF to the wrap timer function. It flashes the status light while you’re in the wrap up time and if you finish recording notes early you can hit the blf to make yourself available for calls immediately rather than waiting for that specified value to count down.

So you might specify a longer wrap up time than usual with the assumption that agents will tap back in when they’re ready.

 

[concs]

You can change the wrap time length there but it’s a static value for all agents in that queue with no override (other than login/out workaround).

For example some other systems will allow you to assign a BLF to the wrap timer function. It flashes the status light while you’re in the wrap up time and if you finish recording notes early you can hit the blf to make yourself available for calls immediately rather than waiting for that specified value to count down.

So you might specify a longer wrap up time than usual with the assumption that agents will tap back in when they’re ready.

Oh right. That would be a good thing.

 

[jmyers]

yea, that is what we are trying to do.. is get out of that wrap up time if an agent finishes notes early. I am considering setting up BLF for logging in and out of the queue and then let them do that if they finish notes early.

 

[VoIPTools]

@jmyers, that is your only option.

 

[jmyers]

VoIPTools, Don't you guys offer a report that will report on the DND time? We use your tools with this specific client.

 

[VoIPTools]

Yes! We have two tools that can report on presence status changes -- 3CX Custom Presence Status and 3CX Competitive Wallboard. Our reports are similar to the 3CX report that shows login/logout events, but in our case it lists presence status changes and how long the user was in the status.

 

[jmyers]

We have already purchased and use the Competitive Wallboard. Just need to know how to set it up to send a report on DND status. It shows real time but the client wants to pull a report on that status.

 

[VoIPTools]

Our Support team can help.