Currently, when an agent hangs up from a call they will automatically go into wrap-up mode. We have our wrap-up mode max time set to "unlimited" because we often get complex calls that take very different amounts of time to log and research, and we don't want our agents to be put back into the queue until they're ready (especially since calls are only offered to each agent once). However, even though there is a timer next to the Talk icon there is no color indication that the agent is not available to receive calls. We are having an issue with agents forgetting to click that they are ready to accept calls again.
Since wrap up mode prevents agents from making or accepting calls, it would assist to have a color associated with an inability to make/receive calls (such as yellow, orange, or red). The green color is confusing because it is also used for the status in which they can make/receive calls.
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