have duration for agent state and select an agent state in advance after a call.
RingCX Wrap time, works by putting a delay on the agent before taking the next call. This works by putting the agent on available and wait for the duration set in wrap time to lapsed. This is not a great design since
- the agents are forced to wait for the wrap time to finish, without them being able to get the next call(without consuming the whole wrap time duration)
- cause confusion to both admin and agent as we cannot determine if the agent is on a wrap time or if there's just no calls waiting.
To address this, it would be much better if
1. We could have a customizable duration for agent state. By doing so, we can set like 60seconds of wrap time and after that the agent will be put to available right away.
Currently, if we create a "Wrap time" agent state. The agents are need to change themselves from Wrap time status to Available all the time which is inefficient.
2. Have the agent the ability also to select an agent state in advance. By doing so, after an agent finishes a call, they will be put into that state right away.
Paul Vincent
shared this idea
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Ashley
commented
It would be great for the agents to be able to come out of the wrap up time early if they do not need the set up wrap up time. I agree that it would be nice to be able to see the wrap up time for analytics and reporting vs having the agent show available but not be able to take that call until the time has expired.
The way this is set up reduces productivity for agents that do not necessarily need the wrap up time.