Hi,

We currently have our outbound calling (OB) queue set to Mandatory, Time boxed ACW, with the ACW set to thirty seconds, thinking that would be sufficient time for the wrap code to be added, but this seems not to be the case. We have since increased the wrap time to 35 seconds to see if this makes a difference. We have a significant proprtion of OB calls not being assigned a wrap code by the agent. The agents are saying they don't have enough time to set the wrap code.

We have considered changing the ACW setting to Mandatory, Discretionary but fear we will see an increase in AHT and a decrease in dialing attempts.

Anyone else have the same issue and was there a solution?

@Jeff Humphreys Can you please provide more details:  

Did you discuss with the agents what is causing this issue? How many wrap-up codes are assigned to this OB queue? Are your agents having difficulty finding the correct wrap-up code? Do they need to use an additional tool to submit the call reason as well? 

Hi,

We currently have our outbound calling (OB) queue set to Mandatory, Time boxed ACW, with the ACW set to thirty seconds, thinking that would be sufficient time for the wrap code to be added, but this seems not to be the case. We have since increased the wrap time to 35 seconds to see if this makes a difference. We have a significant proprtion of OB calls not being assigned a wrap code by the agent. The agents are saying they don't have enough time to set the wrap code.

We have considered changing the ACW setting to Mandatory, Discretionary but fear we will see an increase in AHT and a decrease in dialing attempts.

Anyone else have the same issue and was there a solution?

@Tatjana Knezevic. Feedback from is that the 30 seconds is not enough time for the code to be entered. There are 16 wrap codes to select from and they are all clearly presented when the call disconnects before the preview is closed.. There are no additional tools related to call reason. 

@Jeff Humphreys Can you please provide more details:  

Did you discuss with the agents what is causing this issue? How many wrap-up codes are assigned to this OB queue? Are your agents having difficulty finding the correct wrap-up code? Do they need to use an additional tool to submit the call reason as well? 

Hi,

We currently have our outbound calling (OB) queue set to Mandatory, Time boxed ACW, with the ACW set to thirty seconds, thinking that would be sufficient time for the wrap code to be added, but this seems not to be the case. We have since increased the wrap time to 35 seconds to see if this makes a difference. We have a significant proprtion of OB calls not being assigned a wrap code by the agent. The agents are saying they don't have enough time to set the wrap code.

We have considered changing the ACW setting to Mandatory, Discretionary but fear we will see an increase in AHT and a decrease in dialing attempts.

Anyone else have the same issue and was there a solution?

That amount of time is enough for the process of entering a wrap up code.  I speak as from Trainer, Contact Center, and Agent experience.  For just scrolling through the list and selecting a wrap up code, that can be done in under 10 seconds because the interface is very user friendly.

What is sounds like the team is saying is that they have a lot to do AFTER the call- maybe they are entering patient notes, sending an email, calling a colleague and that is using most of the 30 seconds.  Then on top of that they are scrambling to add in the function of selecting a wrap up code.

I recommend observing and interviewing them to confirm this.  Maybe they could do their wrap up code first to make sure that quick action is done, then move on to the other 'call completion' tasks.  Their ACW may need to be increased to 45 seconds if necessary.  Or keep it at 35 seconds and then they use a secondary status if they still need more time (like Busy/ACW extended).  It sounds like switching to an open ended ACW like Mandatory Discretionary is too open ended and would result in much longer ACW than desired.  In light of that 45 seconds sounds like a good compromise.

@Tatjana Knezevic. Feedback from is that the 30 seconds is not enough time for the code to be entered. There are 16 wrap codes to select from and they are all clearly presented when the call disconnects before the preview is closed.. There are no additional tools related to call reason. 

@Jeff Humphreys Can you please provide more details:  

Did you discuss with the agents what is causing this issue? How many wrap-up codes are assigned to this OB queue? Are your agents having difficulty finding the correct wrap-up code? Do they need to use an additional tool to submit the call reason as well? 

Hi,

We currently have our outbound calling (OB) queue set to Mandatory, Time boxed ACW, with the ACW set to thirty seconds, thinking that would be sufficient time for the wrap code to be added, but this seems not to be the case. We have since increased the wrap time to 35 seconds to see if this makes a difference. We have a significant proprtion of OB calls not being assigned a wrap code by the agent. The agents are saying they don't have enough time to set the wrap code.

We have considered changing the ACW setting to Mandatory, Discretionary but fear we will see an increase in AHT and a decrease in dialing attempts.

Anyone else have the same issue and was there a solution?