Currently we can set up wrap-up time only on Phone Number basis. For example 1 phone number with 10 min wrap-up and a dedicated team handling it and 2 min wrap-up time for regular phone lines, considering that regular CSA's will handle calls on this phone number.
Issue here is that if an end-user calls the line with the 10 min wrap-up time and this call is being forwarded to / answered by another team with usual wrap-up time 2 min - on this call wrap-up time will be 10 min. We have noticed that agents are abusing this functionality and would like to have an option to set wrap-up time per agent.
With this functionality, each agent can have their own wrap-up time based on working speed, knowledge etc.
Looking forward to see such an implementation.
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