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'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.' has been merged into this idea

RingCX: Agent & supervisor experience

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Automatically change the status to Wrap during wrap-up time in RingCX.

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

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Lynce shared this idea  ·   ·  Report…  ·  Admin →
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  • P.F. commented  ·   ·  Report

    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.

  • Barbara commented  ·   ·  Report

    Critical functionality needed

  • Justin commented  ·   ·  Report

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

  • Daniel commented  ·   ·  Report

    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

  • Tara commented  ·   ·  Report

    Yes this is a needed feature.

  • Chase commented  ·   ·  Report

    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.