It's not acceptable to have an Agent showing as Available when they're actually in Wrap Time. It skews the Agent Access Rank settings for incoming calls and lacks accurate visibility into Agent States. As well, all Agents should be able to see the State of all other Agents including themselves, which is only available to Supervisors in RingCentral. This is a basic requirement of Call Centre software so that Agents can monitor their own availability as well as their team members to plan work/meeting/break times. Wrap-up timer should be visible and should have ability to end earlier if applicable.
It's not acceptable to have an Agent showing as Available when they're actually in Wrap Time. It skews the Agent Access Rank settings for incoming calls and lacks accurate visibility into Agent States. As well, all Agents should be able to see the State of all other Agents including themselves, which is only available to Supervisors in RingCentral. This is a basic requirement of Call Centre software so that Agents can monitor their own availability as well as their team members to plan work/meeting/break times. Wrap-up timer should be visible and should have ability to end earlier if applicable.