I enabled a 30 second wrap up time for the call center agents, but it doesn?t seem to be working.
If an agent gets off a call and another call comes in it will ring their phone and act as if there isn?t a wrap up time at all.
I only see one place to make this adjustment under the Contact Service Queue Configuration. I left automatic work disabled and enabled the wrap up time to 30 seconds.
As I understand it a ?wrap up time? the agents? phone should not ring for 30 seconds after they get off a call?