Settings and activity
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Hoping to see some traction on this idea. Experience remains the same as when the idea was posted two years ago:
If you have a post-call state selected such as "wrap up" or "after call work", set a wrap up time for 30 seconds, you do not go back to an available state unless you manually update it. There is also no notification that your wrap up time has gone over whatever was set at the queue level. This is a tablestakes feature, and should not require manual intervention for the agent to update their status. They could be working on another screen, not realizing that they haven't gone back to an available state, waiting for their next call. Meanwhile, customers are waiting in queue.
It would also be helpful if agents could hit "extend" and add X seconds of wrap-up (would be best as an administrator setting, not configurable by the agent) once their wrap up time is complete.