Hi Cisco community,
New to Cisco and getting to grips with it's functionality.
One issue we have is the use of Wrap - we are told you can only enter wrap via auto wrap at the end of the call which lasts for x number of seconds or the agent switches state - whichever occurs first.
Is there a way to make wrap elective so that the agent can choose to enter wrap at the end of the call and not be forced into it?
Yes, you can make Wrapup Mode optional. If you adjust the Agent Desk Settings (Agent Desk Settings List Tool in UCCE Configuration Manager), you can change "Work mode on incoming" and "Work mode on outgoing" to "Optional". In this case, if the Agent presses the Wrapup button while still on the call, they will be put into Wrapup mode after the call completes.
This gives me something to ask our Telephony team to test out as we were told by our third party supplier wrap was either a fixed period autowrap at the end of every call or no wrap - elective wrap was given as an option.
Just a warning, full functionality of this feature can be somewhat dependent on what solution you are using for agent CTI. Are you using CTI OS Agent Desktop, Finesse, or something else?
We’re using Finesse.
Our Telephony are going to take a look and see what is possible.
I am learning fast that you gain and lose stuff depending on your configuration.
Julian Dixon | Management Information Development Manager
Planning and Reporting | ACS | Agilisys