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Wrapup state

Is it possible to have the agent get into ready mode immediately after wrapping up.

Assume the wrap-up time is configured for 10 secs, if the agent completes the wrapup within 5 secs, is it possible to have the agent get into ready mode automatically without pressing ready button and without having to wait for the entire wrapup time.

2 REPLIES

Re: Wrapup state

How do you expect the software to know when the agent is done? There has to be some sort of trigger which causes the desktop to know to over ride the complete timer. This could be possible with some sort of customization, but at the end of the day it might just be easier and cheaper to make the wrap up time 5 seconds and train the agents to go not ready manually if they need more time.

david

Green

Re: Wrapup state

Good answer. Sometimes you just have to push back at management when they have unworkable ideas with low payoff.

Regards,

Geoff

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