cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
1512
Views
5
Helpful
6
Replies

Agents not seeing wrap up time

amanchau
Level 1
Level 1

have confirmed that their phones will display “Wrap-Up” but not the time they have been in that state consistently.

 

if you transfer a call and it then goes into Wrap-Up, the time will not display due to the transfer though agents are not seeing the time even when the call wasn’t transferred

 

Any suggestions ?

6 Replies 6

Hi,
Can you say is it UCCE or UCCX? and what version it is?

In UCCE, you can check the time configured for the wrap-up time in Agent Desk Settings configuration.
login to your Admin workstation and launch Configuration manager.
Tools >> List Tool >> Agent Desk Setting.

assign the proper agent desk setting to the agent from the agent explorer window.
The transfer is considered as an outbound activity in ICM, so you have to configure the wrap-up mode for outgoing options.
Regards,
Shalid

Hi Shalid,

 

Thanks for your response, its UCCX System version: 11.0.1.10000-75 (ES06-37)

Just a guess here but wrap up time is configured on the CSQ level within CCX. If these calls that with no wrap up time are direct transfers to the agent’s extension, as opposed to the Trigger number, they won’t be put into wrap up.

Hi Aman,

As Joshua said, this configuration supposed to be done at CSQ level. there are two configuration parameters which you should set up correctly for those CSQ's.
1. Set Automatic Work to Enabled
2. Enable the Wrapup Time and set it to X seconds

I think the wrap up should work if it is an inbound call come via UCCX and then agent transferred to another queue or agent.

Regards,
Shalid

Hi Shalid,

 

Appreciate your response, the issue so far is only with two of the users and it is intermittent. 

 

Also these users are part of 4 CSQ's, out of which two does not have the wrap time enabled and defined.

 

So shall we collect report and logs ?

 

Thanks & Regads

 

Aman 

Hi Aman,

as you mentioned, two CSQ's do not have, wrap up time enabled and the issue is intermittent. Then it is behaving as expected.

When call delivered to the CSQ's which do not have a valid wrap-up time enabled, then the agents will not get the wrap-up options.

you can cross verify this by looking at the CSQ of the call has been handled when the issue occurred. so I advise you to collect the call details when the user experiences the issue. cross-check what CSQ the call has been delivered.

Regards,
Shalid
Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: