Incoming calls and wrapup

[leeniep]

Hi, Is there someone out there that can explain how an Aspect agent could be on an ACD call talking and be in wrapup at the same time. The agent status show Multi on the status screen and if you look at the agent in detail on the status screen they show as being on an ACD call in ACD1 and in wrap on out1 or out2. How can they stay in a wrap up state while on a call? If they go to ready to take a call or release or outside line 1 or 2 they should bounce out of wrap state. Right?

 

[djrichar]

An agent can be shown in both ACD1 and Wrap if they have pressed their soft wrapup key while they are still talking to a customer. There is no way to be unavailable(in wrapup) and Available or on a call at the same time. I hope this helps!

 

[leeniep]

djrichar

So what you are saying is that the only way they could be in that state is to physically put themselves there by pressing the wrapup key while on the call? Leenie P

 

[djrichar]

That is correct. They are physically choosing that opttion from the soft keys. You can control that by updating the class of service.

 

[Moebius01]

Leeniep,

A quick addition to your question. The Wrapup state djrichar is referring to is a "soft key"(the 4 blank keys at the top of the teleset) wrapup, which is different from the "feature key" wrapup. The soft key setting allows agents to enter any post call scripts while still on the call, if such an option is utilized.

 

[databit]

This could also be because the agent placed someone on hold and the caller disconnected while the agent was on the other line. When the agent toggles back it will show up as wrap up.

 

[leeniep]

Thanks for all the great information, got it figured out. Now I just need to educate the agents. Leenie P