Hello,
We have a request from our contact centers that they would like inbound calls that are transferred from agent to another agent in another CSQ has the same wrap up time as all other calls in that CSQ. For example, CSQ A has a wrap time of 120 seconds. CSQ B has a wrap time of 240 seconds.
If CSQ A warm transfers an inbound call to an agent in CSQ B, they would like the agent in CSQ B to get the full 240 second wrap up time instead of 120 seconds. Is this possible? I'm assuming that the 120 second wrap time from CSQ A is carrying over to CSQ B with the warm transfer as the Subsystem > Agent Based Routing Settings are set to "Automatic Wrap up = Disabled with 0 seconds."
Thank you for your help!
