Is there any way for an agent to request a call be presented from the queue prior to the established wrap-up time expiring? Currently our wrap-up time is set to 20 seconds in a financial services call center. Many times it is not necessary for this length of time to expire prior to another call being presented. Our previous platform had a way to force the queue to present the next call.
Tek-Tips is the largest IT community on the Internet today!
Members share and learn making Tek-Tips Forums the best source of peer-reviewed technical information on the Internet!
-
Congratulations TouchToneTommy on being selected by the Tek-Tips community for having the most helpful posts in the forums last week. Way to Go!
Overriding Wrap-up time
- Thread starter nbourdon
- Start date
Why have you set wrapup time so high in the 1st place?
set the auto wrapup time to something relativly short ( the 2 second default is good). if the agent needs longer then they can manualy activate wrap up.
Otherwise try a Group Pickup to rertrieve the quing call or place the group on a dss key.
set the auto wrapup time to something relativly short ( the 2 second default is good). if the agent needs longer then they can manualy activate wrap up.
Otherwise try a Group Pickup to rertrieve the quing call or place the group on a dss key.
I've just tested on our own system. You can alter the wrap-up time from a station but wasn't able to alter the wrap up state manualy.
I couldn't find the option to programm a button on the extension. PhoneManager Pro does have this option in agent mode, but the state does not change, meaning; as soon as the station goes in to wrap up, phone manager doesn't change the state of the wrap-up button to 'active'.
I couldn't find the option to programm a button on the extension. PhoneManager Pro does have this option in agent mode, but the state does not change, meaning; as soon as the station goes in to wrap up, phone manager doesn't change the state of the wrap-up button to 'active'.
- Thread starter
- #7
The correct solution to this is IPGuru's first post - change the wrap-up time to something short, and let the agents manually request a longer time if they need it for some reason. If you start pulling calls out of queue manually instead of having them presented to your agents by the system, your stats will be toast.
I did this very thing at a large call centre I worked for - the agents were a little unhappy at first but quickly got used to it. Management on the other hand was thrilled - it raised the bar for the entire centre.
Peter Sherwood
Morrack Consulting
I did this very thing at a large call centre I worked for - the agents were a little unhappy at first but quickly got used to it. Management on the other hand was thrilled - it raised the bar for the entire centre.
Peter Sherwood
Morrack Consulting
intrigrant
Systems Engineer
Peter is right, never use call pickup within a call center monitored with CCC, all stats wil be corrupted and your lost call rate will become mountain high.
If these agents use PM Pro then they just have to click on the Busy N/A or Busy Wrap up button.
It is also possible to change the Wrap up time from the phone with a shortcode or a button in order to let the agents decide wether a shorter or longer periode is required.
You can, as an example create two buttons/shortcodes, one with a wrap-up time of 5 secons and the other one with a wrap-up time of 20 seconds.
If these agents use PM Pro then they just have to click on the Busy N/A or Busy Wrap up button.
It is also possible to change the Wrap up time from the phone with a shortcode or a button in order to let the agents decide wether a shorter or longer periode is required.
You can, as an example create two buttons/shortcodes, one with a wrap-up time of 5 secons and the other one with a wrap-up time of 20 seconds.
- Status