10-15-2013 11:53 AM - edited 03-14-2019 12:35 PM
I there a aux work or wrap up state for agents to prevent the next call coming to them? In Avaya bcms it was called Aux Work.
Thanks,
Rew
10-15-2013 05:17 PM
In enterprise and I think also in express, you will have to ask the agent to go into not ready while in wrap up in order to get more time. You can add a not ready code called Aux Work and track based on that.
david
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