Agent Manually goes to Work time (non-Automatic) - Finesse

[hamed1900]

Hi,

Is there any way that an Agent can push a button to go to worktime manually during the Call, so when he hangs up he does not receive any call

It is for high volume Contact centre, so the issue is when the call is hung up, as soon as Agent wants to go to Not ready another call comes.

Thanks,

Hamed

[Chintan Gajjar]

if it is ICM, you can take help of wrapup feature.

it will allow agent to go in wrap up state after call ends.and agent can manually come to ready state as needed.

regards

chintan

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[hamed1900]

Hi Clinton,

But Customer does not want to have any automatic wrapup, the thing is they do noit want to go to wrapup after all the calls, some of the Calls they need to go to wrapup.

In all the Contact centre they have ACW, so the agent can decide during the Call if they need the work time after the calls.

Thanks,

HM

[Chintan Gajjar]

oh yes, finesse supports wrap up in workmode required only.

so this forces finesse to force wrap up mode on every call.

but this is not the case with other desktop, we use CAD and in CAD agent has ability to choose wrap up and on call they wish.

there is one one more way i tried to achieve this in Lab, and that is when agent is call and talking to customer they can push not ready button and opt to choose to go for not ready.

this will queue that activity and once call finishes agent will immediately move to not ready.

you can try this. i have also attached screenshot for the same.

regards

chintan

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