The previous provided answer related to a default wrap-up code is not completely accurate. At a queue level you can configure whether 'After Call Work' is 'Optional' , 'Mandatory, discretionary', 'Mandatory, Time boxed' or 'Mandatory, Time Boxed no early exit'. When you set this value to ' Mandatory, Time Box' you can enter a duration (10 seconds in the request) the agent has to set a wrap-up code. If they don't submit a wrap-up code within this timeout value the system will set a default wrap-up code on the conversation (
"ININ-WRAP-UP-TIMEOUT" is the wrap-up code that gets set).
After that the agent becomes available again for the next call.
More details about these settings can be found here:
Configure after call work settings - PureCloud Resource Center
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Configure after call work settings - PureCloud Resource Center |
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The 'After Call Work Timeout' setting currently only applies to Voice conversations and not yet on all the other media types. We have an enhancement request to track this request which can be found here:
PureCloud Ideas Lab. Please vote for this if you believe this is important to add.
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Jeroen Buis
Genesys - Director, Product Management
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Original Message:
Sent: 07-16-2018 10:47
From: Oudderhem Mostafa
Subject: Setting a default wrap-up code
Hello,
My customer want to configure a default wrap-up code to be entered automatically after 10 seconds if an agent doesn't select any wrap-up code during voice intercation
Please let me know if it is possible in Purecloud and how to configure it ?
Thank you in advance