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  • 1.  When is Mandatory *NOT* Mandatory?

    Posted 08-23-2021 02:09
    No replies, thread closed.
    When Wrap-up Codes are set to 'Mandatory' it is still possible for the timer to expire, and the system default (ININ-WRAP-UP-TIMEOUT

    ) code to be applied.

    Is there any way to force an Agent to select a 'defined' Wrap-up Code, rather than allow the default to be set?

    That is, even when the timer expires, the Agent does not return to 'Idle' unless they have actually selected a Code from the list?

    Thanks in advance,
    Mal.
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Thanks and regards,
    Malcolm Green
    Senior Contact Centre Engineer
    Nexon Asia Pacific
    malcolm.green@nexon.com.au
    ------------------------------


  • 2.  RE: When is Mandatory *NOT* Mandatory?

    Posted 08-24-2021 08:00
    No replies, thread closed.
    Malcom - I'm afraid not.  The entire point of the time-boxed options is to provide a specific amount of time for the agents to complete their after-call-work tasks and apply a wrap-up code and get back to idle again to take the next interaction.

    One solution I am looking at for the future is the ability for an agent to 'extend ACW'.  This is more challenging than it sounds in terms of the number of settings that need to be provided with it (duration of extension, number of times it can be extended, the option itself, etc.) so I don't have a delivery target but we are working on some additional ACW enhancements later this year and my hope is to include this in that group of work.

    Please let me know if you have any questions.

    Thanks,
    Chris

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------



  • 3.  RE: When is Mandatory *NOT* Mandatory?

    Posted 08-24-2021 09:09
    No replies, thread closed.
    Hi Chris,

    I also noticed that if an Agent does select a wrap-up but neglects to press Done in time, it still reverts to the default ININ-WRAP-UP-TIMEOUT.  Any way to get the system to lock their wrap-up selection in (which can be done during the call) so if a wrap-up has been selected, it uses that instead of the default after timeout?

    Thanks!

    ------------------------------
    Bob Shappell
    Avtex Solutions, LLC
    ------------------------------

    Original Message


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