RESERVE time.....

[staufferatmcws]

I'm interested in knowing how other contact centers use the RESERVE time.  What is your "wrap time" set at?

Ours was set at 12 seconds when I came here.  When you add the ring time, customers were waiting an additional 12 to 21 seconds on top of the hold time before being assigned to the agent.  My goal was to reduce that time to reduce abandon calls in that window.  I had the wrap time reduced to 1 second, bringing the total reserve time to a max of 6 seconds.  The reaction from the CSR's has been interesting, and not positive.

[staufferatmcws]

Here is the script for full view.

My background is not with this system.  It took seconds to agree with this point,  "...putting in a completely pointless pause which will see your agents sat in 'reserved' status before the phone rings for a time equal to the 'wraptime' variable, and then resolving the earlier reference to an agent back to an actual user."

However, with very limited resources, it's been difficult doing anything about it.

Thanks for you opinions!

[staufferatmcws]

Update:  We have submitted a request to add some wrapup time to the end of the flow.

[Aaron Harrison]

Hi Jim

Just got round to taking a look at the script - there is definately no benefit in that wrap time; best to do as I think you have already done, and get the CSQ configured with an auto work timer and remove this 'wrap' time in the script completely. It must have been written by someone who didn't really know what they were doing...

Regards

Aaron

[staufferatmcws]

In case anyone else is following this, I want to share "how" the wrap-up issue was resolved.

We were able to go to UCCX Administration area where there are a few options in regard to configuring wrap-up time to the end of a call.  One option allows you to "enable" having an automatic wrap-up time.  A separate option permits an entry of how long the wrap-up time is set.  If a time is not set, the wrap-up time is unlimited until the CSR goes READY.  Wrap-up time appears to the user as WORK.  At any time, the CSR can cancel by going to READY or NOT READY.  The CSR can also select READY during a call to skip the automatic WORK at the end of the call.

We chose to enable the wrap-up for 15 seconds, creating a flow that is working for our operation.