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Wrap Time / After Contact Work

After Contact Work – Display and Reports. Currently when a voice interaction ends, the agent state changes to Available and the timer restricts another call until the timer expires. Optimally, we have an actual after contact state that has an expiration timer and an agent override. The ACW would need to be reportable for time in this state, especially useful if agent can end early ( for example, to be able to see that they were allocated 30 seconds and only used 8 seconds. ACW would ideally be programmable for Voice only and Voice, SMS, Email etc.

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AdminMichelle (Sr. Customer Success Manager, RingCentral) shared this idea  ·   ·  Report…  ·  Admin →
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  • James commented  ·   ·  Report

    Please add this! We are a smaller call center and we need to allow agents to override the Wrap Up timer when we have calls waiting and be able to see how much time they have left. Our old system had this and it is really hard to accept that this doesn't exist in CX.