- Silver, 250 points or more
If an agent fails to chose a wrap up reason within the time specified, is any reason code selected?
I want to be able to report on calls with no reason code selected by the agent.
Wrap Up Codes are not manditory. In fact, as an Administrator, you can configure a time limit for how long the Agent has to choose one. This is done with the Wrap Up Timer on the CSQ configuration page.
Here is a short screen cast of this timer in use, and what the resulting report looks like.
Wrap up and reason codes are mandatory. I don't think an agent can move to the next state without selecting or agreeing to pre selected reason codes.
Only time they cannot make the selection is when Supervisor forces an agent then the forced reason code will apear in the report.