The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for. This is a feature I learned about recently that seems fairly common place in Avaya. Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.
I think its a really interesting concept and makes a lot of sense. I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today. (One of the items on the top of my backlog!)
Chris - let me know if this is more along the lines of what you are looking for.
Thanks,
Chris Bohlin
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Chris Bohlin
Product Manager - PureCloud
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Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW
Hi,
I've seen an idea related to this.
Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318
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Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW
Hi Chris,
You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.
Thanks,
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Daniel McLeod
Qsect LLC
Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW
I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.
They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?
We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing
Thanks
#ArchitectureandDesign
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Chris Marsden
CloudComm 360 Ltd
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