Agent control wrapup timer in UCCX 10.5 with Finess

Hythim Ali El Hadad · ‎07-27-2015

Hi,

We have UCCX 10.5 and agents use Finesse

Supervisor need to let the agent the ability to control the wrapup time

As if the configured 60 seconds isn't enough,, the agent can increase the wrapup time or enter to work state then come back to ready when he finish his task

Can we do it with Finesse ?

Thanks

Chris Deren · ‎07-27-2015

Not by default. You would need to explore building custom Gadget that uses available REST API to modify CCX admin settings.

will.alvord · ‎07-28-2015

What I've seen done in these situations is to not use the wrapup time to track the wrapup time but instead set the wrapup time to a really low value and have the agents enter not ready and use different not ready codes to track that time as desired. If an agent enters not ready before the end of the call, after the wrapup timer he/she will be placed into not ready. Then just have them select the appropriate code when going into ready.

Hythim Ali El Hadad · ‎07-29-2015

I'm using the same scenario with not ready