If your administrator enables it, when you manually change your status to wrap-up, you can attribute disposition codes and notes to a previously completed call or chat session. Your administrator can also configure the agent adapter so you can edit disposition codes and notes for previously completed sessions.
Use disposition timing
This capability works only if your administrator enables it.
To use disposition timing, follow these steps:
In the agent adapter, switch your status to Wrap-Up. The wrap-up timer starts, and a list of previously completed sessions appears.
Select a session from the list. A wrap-up form for the session appears.
Optional: To view or edit a different completed session, select a different session from the list. Switching between sessions on the list doesn't reset the wrap-up timer.
If your administrator has enabled disposition editing, edit the disposition code and notes as needed. Otherwise, these fields are read-only.
Click Submit. The following occurs:
The disposition code and note are saved.
The elapsed wrap-up time is attributed to the session that you edited.
The wrap-up timer resets to
00:00.
Optional: Select another session to wrap up.
To exit wrap-up, change your status in the status selector (for example, to Available).
Session list behavior
The list of previously completed sessions in the agent adapter can exhibit the following behaviors:
No sessions appear. This can happen if you haven't handled any sessions recently.
Sessions become ineligible for editing. A completed session might become ineligible for editing before you submit your edits. The agent adapter returns an error.
Disposition notes aren't available. The system only stores disposition notes for 15 to 30 minutes after they are submitted. If disposition notes aren't available for a previously completed session, you can add new ones.
CRM record autoload
CRM record autoload is available for agent adapters embedded in a CRM if your administrator enables it. With CRM autoload, when you select a previous session to attribute wrap-up to, the associated CRM record automatically displays.