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Scott,
CCX supports three modes for Agent Wrap up state, Wrap up disabled, Wrap up Automatic state with timer and Wrap up state with timer disabled.
The attached image is of app admin config where you can set the Automatic wrap up as enabled and t...
Finesse call History is a live data gadget that will capture all the calls received and made by Agents on ACD line, the gadget will have the data captured by default without making any additional changes on CCX, UCM or Unity.
Regards,
Ratish
Hi Carolyn,This is coming post 11.6, we plan to provide position in queue or EWT which is yet to be finalised.One key enhancement that is coming in 11.6 is defining Business hours for Chat which lets customer know the chat unavailability via the chat...
