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Is it possible to have a "wrap up" or After call work feature option for an agent who makes outbound calls?

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  • 1.  Is it possible to have a "wrap up" or After call work feature option for an agent who makes outbound calls?

    Posted 10-25-2017 12:43
    No replies, thread closed.


  • 2.  RE: Is it possible to have a "wrap up" or After call work feature option for an agent who makes outbound calls?

    Posted 10-26-2017 18:10
    No replies, thread closed.

    Hi Christine,

    Can you clarify what feature you're looking for, and what your use case is? Are these calls being placed in the context of an Outbound Campaign, or is the agent manually dialing them?

    Thanks,

    Sean Carter



  • 3.  RE: Is it possible to have a "wrap up" or After call work feature option for an agent who makes outbound calls?

    Posted 10-29-2017 22:55
    No replies, thread closed.

    Hi Christine,

     

    Wrap up codes are only available on Queue interactions. I assume you are talking about your agent manually calling and not using the outbound dallier functionality.

     

    Have the agent make the call through the interactions panel "Make a call" function and select a queue to call on behalf of. The agent will have to be a member of a queue that has the wrap up codes you want for this.

     

    If you are utilising the outbound dialing function then the wrap up codes that are available are dependent on the queue you have attached to the campaign. You can also assign automatic wrap up codes dependent on the type of dialing your are performing.

     

    I hope this helps.

    Cheers

     

     

     



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