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Add Messaging 'Wrap up' time
Posted Mar 12, 2025
Could we have an option to allow agents some wrap up time, when a messaging conversation becomes inactive, before their capacity is released?
We are currently not counting inactive conversations towards agent's capacity. But we are finding that even though I have focus mode enabled, agents can get routed a phone call the second a conversation becomes inactive. If the end user returns to a conversation just a few seconds / minutes later, the agent is then engaged on a call. This impacts on our customer experience, and SLAs.
It would be better to allow some ‘wrap up’ time similar to how calls work, before the agent is eligible for routing again, so that they can mark a ticket as tentatively solved or add updates.
Thanks!
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2 comments
Steven Hampson
Thanks Shawna, much appreciated! Glad to see this of interest to other people too. :)
Regards,
Steven.
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Shawna James
Thank you for taking the time to provide us with your feedback. This is a active feedback request that can be found in our older thread here. While this feedback has been logged for our PM team to review, I am going to close this post for comment so that we can centralize communication on the other post when the PM is able to provide an update. We appreciate your interest in this feature and thank you for bringing this feedback to our attention. Thanks again!
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