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Community Member

CCX 9.0 Wrapup time per Agent, Team or Workflow

Hi all,

Quick question; on UCCE you can configure Wrapup time per agent or team. this make sense as normally Teams share the same way of work and Queues are shared between multiple Teams. On CCX I've only seen wrap-up time being configured on CSQs and Agent Based Routing menus but not on CDA (either PC Client or Web Admin), Teams or Workflow configuration. Can anyone confirm Wrapups cannot be configured per Teams?

Thanks

Isidro

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CCX 9.0 Wrapup time per Agent, Team or Workflow

It's only configured by CSQ.

Ed

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CCX 9.0 Wrapup time per Agent, Team or Workflow

This is what I found for agent-based routing, from the Unified CCX Administration menu bar, choose Subsystems > RmCm > Agent Based Routing Settings. The Agent-Based Routing Settings area opens.

Determines if agents automatically enter Wrapup after a call.

  • Enabled button with seconds field—Controls how long the agent can stay in the Work state if Automatic work is enabled. The seconds field specifies the Wrapup time length (greater than 0 second but less than 7200 seconds).
  • Disabled (default)—No limit of how long the agent can stay in the Work state if Automatic Work is enabled.

I could not find anything for Teams

CCX 9.0 Wrapup time per Agent, Team or Workflow

It's only configured by CSQ.

Ed

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