Queue-level wrap-up settings allow you to customize the communication of wrap-up times for different queues within a contact center. This ensures that agents have adequate time to complete their tasks without compromising service level agreements or taking another call or chat before they are ready. This is particularly useful for queues that handle different types of issues, such as escalations or complex issues, which might require more time to handle.
You can define queue wrap-up settings either explicitly for a single leaf-queue or at a parent level, to share settings with all child leaf-queues.
Define wrap-up queue level settings
Wrap-up settings are inherited by all queues globally by default, unless they are overridden (redefined) at the queue level or at the parent queue level. Global settings are defined in Operations Management.
To adjust the wrap-up settings for a queue you must go to that queue:
- On the Settings panel for that queue, go to Wrap-up Settings.
- Beside Wrap-up, click Settings. The Wrap-up Settings panel for that queue will open.
Inherited settings
This indicates whether settings are inherited or redefined at the queue level, meaning they are explicitly defined at that queue level. Redefined indicates that the wrap-up settings for that specific queue have been customized and are different from the default settings inherited from the global or parent queue level.
Reset to the Global
The button Reset to the Global is available when the queue wrap-up settings are redefined at the queue level and are not inherited from a parent queue. By clicking this button, the Admin can undo any changes made to the queue's settings and return to the settings inherited from the global level.
Wrap-up settings
Settings and configuration pertaining to the wrap-up feature.
Wrap-up exceeded
This setting lets you transition agents into a Wrap-up Exceeded status after they have gone beyond a wrap-up threshold time and have cleared all ongoing sessions. When an agents transitions to Wrap-up Exceeded status, an agent-level notification appears. This status can only be used when notes and disposition codes are enabled.
For more information see Agent Statuses.
Automatic wrap-up for calls
You can set automatic wrap-up for both inbound and outbound calls. This automatically ends a call session after a set period of time. This feature is typically used to help agents manage their time more efficiently and to help ensure that all sessions are properly documented and brought to a close.
To set automatic wrap-up for calls, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu.
In the IVR (Interactive Voice Response) pane, click Edit / View.
Click the queue that you want to edit.
In the Settings pane, go to Wrap-up settings, and then click Configure. The Wrap-up pane appears.
Do one of the following, or both, depending on your requirements:
To set automatic wrap-up for inbound calls, do the following:
Click the Automatic wrap-up for inbound calls toggle to the on position.
Set the number of seconds after which the agent's status switches to Available.
To set automatic wrap-up for outbound calls, do the following:
Click the Automatic wrap-up for outbound calls toggle to the on position.
Set the number of seconds after which the agent's status switches to Available.
Click Save.
Manual wrap-up
If an agent manually changes their status to Wrap-up in the agent adapter, wrap-up activities are automatically assigned to the agent's last completed call or chat session.
Disposition Codes and Notes
After Automatic wrap-up for calls is toggled On, the settings for disposition notes and codes become available. Disposition codes and notes are tools that allow agents to document the final outcome of a customer interaction.
The codes are used to classify and label inbound and outbound sessions, while the notes provide additional context about the session outcome. This feature helps to inform the team of the context of the session and streamline the follow-up process for efficiency.
For more information, refer to Disposition Codes and Notes.