My Client has an IP Office Call Center (Rel 8.0 (51)) with 3 seperate queues. The After Call Work (20 sec)kicks in normally when agents end a call received in their respective queue, but if a Level 2 support queue or level 3 support queue agent gets the call after it overflows from the 1st queue, the After Call Work appears to have no affect. I think I heard somewhere this was the expected behaviour, but would like to be sure before saying this to my client. Would setting a Wrap-Up Time of 20 sec (for the L2 and L3 agents) help with this?
Thanks,
Thanks,