cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
Announcements
594
Views
0
Helpful
2
Replies
joerunning
Beginner

Forced use of wrap-up reasons.

In UCCX 11.6 we automatically put many of our agents into work state at the end of a call and require them to select a wrap-reason before going ready again. Unfortunately, the agents only select a wrap-reason about 40% of the time. The reason this occurs is that the agent simply forgets, then the wrap-up timer expires, and the agent is automatically put back into ready mode.

 

Is there a way to force an agent to select a wrap-reason at the conclusion of a call, before they can take any other actions? Ideally, I'd like to have their Finesse session lock into not ready mode until a wrap-reason is selected. Another possibility would be a popup reminder at the conclusion of a call. 

1 ACCEPTED SOLUTION

Accepted Solutions
david.macias
VIP Advocate

Not yet, but 12 will have that feature.

 

david

View solution in original post

2 REPLIES 2
david.macias
VIP Advocate

Not yet, but 12 will have that feature.

 

david

View solution in original post

Thank you very much for your reply to my question.

Create
Recognize Your Peers
Content for Community-Ad