"Wrap up" status visibility
An additional status “wrap-up” for queue management. Now the Engineer is seen available, although he can’t receive calls 5mins after previous call because of wrap up settings in queue management. It would be nice to have wrap up status set automatically so that the queue manager is able to see that they are in the "cool down" period. Also to have the ability to change this status manually to Available in less than 5 mins if needed.
Stephanie
shared this idea
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Kathryn
commented
It would be helpful to have their status change to "wrap-up" as opposed to unavailable because it can distinguish if they will be able to take the call after their wrap up time is done or if they actually went on "unavaliable" for a break. If there are calls in queue it is especially helpful. It would also be amazing if we are able to see how long they have until the wrap up in complete.