When a call enters wrap up time, set the status to Wrap Up, then when wrap up time ends, set the agents stats to Available. Its misleading to have the status as Available during wrap up time thats set on the back end.

This is a huge FAIL for a Call Center application. Agents need to be able to pick up calls when they are ready regardless of the wrap time. They also need a way to put themselves into another state. Not to mention, Post Call state set to Available it is confusing. Make a new state called Wrap Time and then put the agent back in Available after that. And while they are in wrap time let them change their state to ANY other states they have access to. Ridiculous.

Critical functionality needed

Within current functionality, wrap time only applies to inbound calls. Because of this, we are running into the issue where agents disconnect from a manual outbound call and immediately receive an inbound call.

The suggested workaround to make the "Post Call State" an unavailable state is not a feasible or sustainable solution for our company. Relying on agents to manually adjust their status to available introduces too much room for inconsistency and leadership has identified several issues with this manual process:
-Inconsistency: Relying on manual actions introduces a high risk of agents forgetting to update their status, leading to inconsistent workflows.
-Reduced Automation Benefits: It negates the advantages of an automated post-call process, which is crucial for streamlined operations.
-Operational Friction: The current limitation is causing significant operational challenges for the team.
-Reporting Inaccuracy: Manual status updates can lead to inaccurate reporting on agent availability and work time.

This is a critical and basic feature that is needed for a contact center.

Current setup without a wrap time status is confusing to users because they think calls would come in immediately.
As stated it also affects supervisor reporting

this needs to be reportable. A timer is needed. As an agent is finishing a call....

Yes this is a needed feature.

Problem:

In RingCX, a customer can configure a specified amount of time for an agent to have after call work time (Wrap Time). In its current state, agents are not able to cancel the additional configured work time early or extending the time without changing their status.

Issue 1 - If a queue has a configured Work Timer configured for post call activity, if an agent is ready to take the next call early, they have no way of terminating or canceling the Work Time early and must wait until the timer expires to get the next call which and will reduce efficiency in the call center.

Issue 2 - If an agent needs additional after call work time without dispositions, there is no way for the agent to manually extending that post call work timer without making themselves unavailable when the timer expires. Requiring the agent to change their state breaks the true handle time for the call since the agent state is not calculated against the previous call when they do this.
If you use dispositions instead, in many cases, requiring dispositions as an alternative are not a viable option as it would require an agent to take action after every call and could potentially lead to inefficiencies or agents forgetting to dispostion at the end of the call to go available.
There needs to either be a way of extending the after call work time ad-hoc at the agent level or a way of combining a defined agent state against handle time.

Yes, this is a needed feature. Currently if you automatically change the post call status to "Wrap-up" you have to manually set yourself Available again.

What we would like to see is Call Ended > Agent automatically goes into Wrap Up for x Seconds > Agent automatically goes back to Available.

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.

This will enable Supervisors to see the Wrap status in their dashboard during the set wrap up time after each call.