I am trying to have the desktop setting put my agents in wrapup after transferring a customer to the after-call Survey. Sometimes this works, some times its does not. I am looking in the Finesse admin regarding wrapup states.
"If the Work mode on incoming attributes set to Required,agents automatically transition to wrap-upstate after an incoming or Outbound Option call ends.If the Work mode on incoming attribute is set to Optional agents must select Wrap-Up from the agent state drop-downlist while on a call to transition to wrap-upstate when the call ends."
I have the Wrapup on incoming set to "Required"; I have the Wrapup on outgoing to 'Optional' but I cannot find any documentation on this.
Any help would be greatly appreciated
Thanks in advance.
