Wrap-Up Time

[Melanie Brock]

We would like the option for users to end wrap-up earlier and return to the queue sooner, than the universal wrap-up time (set within the queue) allows.

I have a customer who would like to set a long wrap-up time for a queue (5 minutes) as they normally have a lot of post-call notes to make, however occasionally they do not need the full five minutes to make the notes so would like to take themselves out of wrap-up earlier.

Currently they have to wait for the the full 5 minutes to pass, before they are placed back in the queue to take another call.

 

[Nicky]

+1

 

[Nicky]

Is this issue going to be in consideration? We are migrating in a few weeks to 3CX enterprise. This funcionality is so basic in other systems that i assumed this was in it already.

 

[VoIPTools]

Nicky, I think it is safe to assume this is not going to be in place in a few weeks. For now, your only option is for the agents to put themselves in DND, which you should configure to automatically log them out of the queues. There really isn't another option for variable-length wrap-up times.

By the way, if you would like to "disposition" your calls, I encourage you to take a look at our 3CX Wrap-up Codes. This tool allows you to record the result of inbound/outbound calls using wrap-up codes. It automatically pops up a dialog when you make or receive a call. It also records call information including your notes, who the call was from/to, duration, etc. Using wrap-up codes makes it possible to analyze your success rate based on agent, time of day, etc..

 

[Nicky]

Many thanks foryour answer. I quickly scanned your site and saw some interesting add on options. Maybe in the future i will contact you for some more information.