Global Wrap Time for Users
Right now RC has a "wrap time" feature which is a great idea! However, it does not work when applied to a user who is extended over many call queues. According to the RC tech support rep I spoke with, wrap time is call queue specific and applies to each queue separately. For example:Let's say Sandy is assigned to Queue A and Queue B and 1min wrap time is assigned to each queue. Sandy completes a call from Queue A and starts wrap time of 1min to finish her work. If it has been longer than a minute since Sandy disconnected a call from Queue B, she will potentially receive a call from Queue B right away, before being allowed a reasonable amount of time to finish her work from her last call. Would be a great modification/addition to have global RC wrap time for individual users.
Jamie
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