Another option would be for the agent to take themselves off-queue before submitting the Wrap-Up, if they need that break. This would allow them to submit the wrap-up, but prevent them from receiving another call.
As Jan said, the issue you have is with statistics. The period between call ending and Wrap-Up submission is classed as After Call Work (ACW). Once you are done with that, you are eligible to take another call, so are idle until one comes in. There really isn't an on-queue classification for "breathing room between calls" - technically, that's a break ;-)
Original Message:
Sent: 11-08-2022 08:33
From: Marco Silva
Subject: Clarification about ACW setting: Mandatory, Time-boxed no early exit
Hello Jan,
"Using the aforementioned setting, an agent can select a wrap-up code but not immediately submit"
Well, selecting and not submitting would be nice if it would submit at the end of the time, but it marks as the default ININ-WRAP-UP-TIMEOUT. I tried that. It would the perfect solution for us.
Anyway thanks for the help, at least I understand now how it works.
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Marco Silva
LEROY MERLIN SA
Original Message:
Sent: 11-08-2022 07:36
From: Jan Nico Feliciano
Subject: Clarification about ACW setting: Mandatory, Time-boxed no early exit
Hello Marco,
It looks like this got all sorted - shoutout to Paul for the excellent responses. I just wanted to confirm if the Mandatory, Time-boxed setting does suit your use case and I also wanted to further understand if there are specific KPIs or metrics that are driving such a use case?
Using the aforementioned setting, an agent can select a wrap-up code but not immediately submit. This should fulfill the requirement of the agent getting some breathing time equivalent to the duration of the timeout, however doing this makes the agent remain in ACW and cumulatively it will increase (skew) handle time. Are there concerns similar to this which prompted you to clarify how the setting works?
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Nico Feliciano
Genesys - Employees
Original Message:
Sent: 11-08-2022 04:30
From: Marco Silva
Subject: Clarification about ACW setting: Mandatory, Time-boxed no early exit
Well,
I was expecting that even if the wrap up is submitted the user would have the time configured before receiving the next call, or if the user chooses, end it early. Not sure how the user would end it early, according to the KB "they can change status to receive new interactions". I know we have the option "no early exit", but we want the user to go back in queue if he chooses to do so after ACW (or after the time defined).
I see now that by "they can change status to receive new interactions" it means submitting the wrap-up. What was misleading me was the "they can change status" which just means submitting.
The main issue here is that the users sometimes are waiting for the time to end to have a a bit of breathing time, and sometimes let the time end without wrapping-up and we get a wrap-up of ININ-WRAP-UP-TIMEOUT.
We could use "Mandatory, Discretionary" but then there would not be a timer and we don't want that.
Well,thanks for the help anyways!
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Marco Silva
LEROY MERLIN SA
Original Message:
Sent: 11-07-2022 11:54
From: Paul Simpson
Subject: Clarification about ACW setting: Mandatory, Time-boxed no early exit
Marco,
It's doing exactly what it should, once the call is wrapped up (signifying the end of ACW) they are back to being eligible for the next call. Exactly as the KB description states.
By wrapping the call, the user is "exiting early", as you require.
How did you expect it to behave?
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 11-07-2022 10:01
From: Marco Silva
Subject: Clarification about ACW setting: Mandatory, Time-boxed no early exit
Hi Paul,
I made a mistake on the title, it's only
Mandatory, Time-boxed
configured.
We want the user to have 60 seconds but if he wants he can exit early. the issue is that the next call arrives right after submitting the wrap-up code and per the KB description:
"If they finish after call work early, they can change status to receive new interactions"
They don't change anything, the next call arrives right after wrapping-up.
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Marco Silva
LEROY MERLIN SA
Original Message:
Sent: 11-07-2022 09:52
From: Paul Simpson
Subject: Clarification about ACW setting: Mandatory, Time-boxed no early exit
That is correct and, in fact, your title is the answer to your question! ;-)
If you set it to "Mandatory, Time-Boxed, No Early Exit" then the agent will get the full 60 seconds regardless of how quickly they wrap the call up.
HTH
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 11-07-2022 08:51
From: Marco Silva
Subject: Clarification about ACW setting: Mandatory, Time-boxed no early exit
Hello,
I'm sorry I botched the title, should be:
"Clarification about ACW setting: Mandatory, Time-boxed"
I have a question/doubt about the queue's ACW setting:
From the knowledge base:
- Mandatory, Time-boxed: This option sets the maximum amount of time that agents remain in the ACW state to complete after call work. If they finish after call work early, they can change status to receive new interactions or automatically become available at the end of the time specified.
We have this option configured with 60 seconds
The issue we're having is that as soon as the user classifies (wraps-up) the call and submits, another call instantly arrives (if there's any waiting) and does not wait the timeout.
Am I understanding this wrong, or is there any other parameter that influences this?
#Unsure/Other
------------------------------
Marco Silva
LEROY MERLIN SA
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