10-28-2009 09:46 AM - edited 03-14-2019 04:47 AM
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.
Regards,
Brian
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11-02-2009 12:15 AM
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.
11-04-2009 03:05 PM
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.
11-02-2009 12:15 AM
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.
11-04-2009 06:07 AM
Thanks for that, the agent can not move to the next state without selecting a wrapup code.
11-04-2009 03:05 PM
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.
10-17-2012 04:01 AM
I agree with Anthony, if the agent doesn't select a wrap-up code during the configured wrap-up time, the pop-up box disappears and the agent is returned to the next state, as determined by the config. I've seen this on both UCCX v7 and v8 systems.
10-17-2012 07:53 AM
Thanks Vincent. Almost three years later, and unfortunately the wrong answer is still selected as the correct one. Sigh...
Anthony Holloway
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10-17-2012 08:50 AM
I overlooked this - I've marked your answer as correct Anthony, not sure how to remove the wrong answer though.
Brian
10-17-2012 01:05 PM
I was being semi-sarcastic, but thank you for that, because it/you gave 5 points, which makes my graph trend upwards.
Anthony Holloway
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