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After Call Wrap Up

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After Call Wrap Up

 

Agents are permitted a certain amount of transition time after hanging up the phone before Contact Center sends them a new call. This is the Call Transition Time setting. You can allow Agents extra Wrap Up time for record keeping or other additional post call work. There are two modes of wrap up time: manual wrap up and auto wrap up.

 

Manual Wrap Up—In this mode, Agents must click a Wrap Up button in their Phone Panel to initiate wrap up time after they hang up.

 

Auto Wrap Up—In this mode, Agents are automatically put into wrap up mode after they have been on the call for a specified amount of time (the target wrap up time).

 

After reaching the maximum wrap up time, Agents will be made available for calls again.

 

Configuring After Call Wrap Up

 

  1.  Select the Routing > Campaigns menu.
  2. Click the Add New Campaign button or locate an existing Standard Campaign and click its Edit link.
  3. If creating a new Campaign, follow the Adding a new Campaign article

 

  1. Click the Campaign's Telephony tab.
  2. Set the Allow Agent to do after call wrap up radio button to Yes. Table 16-1 describes the additional options that will appear.

 

Table 16-1: After Call Wrap Up Options

Option

Description

Allow agent to do after call wrap up:

Grants the agent additional time for post-call tasks. When set to Yes,additional options appear.

Target wrap up time

The average or target length of wrap up time agents should use. This value must be greater than zero and less than "Maximum wrap up time."

Maximum wrap up time

The maximum amount of after call wrap up time, in seconds. When an agent exceeds this time, their wrap up period ends and they are placed back in the pool of available agents.

Enable auto wrap

(Optional) Set this to Yes if you want agents to be automatically placed in wrap up mode after their call has exceeded the minimum time (typically, 30 seconds).

Minimum call length for auto wrap up

(Optional) The minimum length a call must be before automatically placing an agent into wrap up mode. This value must be greater than or equal to zero. This field only appears if Auto Wrap Up is enabled.

 

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Last modified
11:19, 11 Sep 2014

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