Warp up time

[Harani]

I have been asked to impliment a longer wrap up time for a certain type of call we receive.

example call type A - the agent can fill out a form as they take deatils from the customer and is ready for another call immedeatly after hanging up. they then have 3 seconds delay before being presentte dthe next call

Call type B. The agent fills out a form whilst the customer is on the phone but then has another task to perform after the customer hangs up. They need 15 seconds delay before the next call to wrap this up.

I've been looking at the time before next call and as far as i can see this is a feature of the presentation class only.(After call, break for X seconds) which in turn is applied on a per user basis.

What i want to do is have wrap up time based on skillset so different calls have different wrap up times

Any way of implimenting this ?

 

[rfwhite]

Wouldn't this work for you?

Skillset A with presentation class A.
Skillset B with presentation class B.
Agent logs in with both skillsets in user profile with the same priority. Calls coming through A get A treatment, likewise for B.

 

[Harani]

thats exactly what i want.

but as i say in my opriginal post presentation clesses are not specified in the skillset, they are specified in the user profile and are therefore applied to EVERY call that user takes, regardless of the skillset they are taking the call from.


Unless i am very much mistaken.

 

[lretrievers]

Call Presentation classes are associated with a user, not a skillset; unless you want your agents to only take one type of skillset call per login; For example, an agent can have multiple logins depending on what skillset they are answering. However, they will only be presented calls for the skillsets associated with the login id they are using at the current moment.

 

[Harani]

So back to my original question.

if presentation clases cannot be applied to skillsets is there any other workround that would give a diffeent "after call delay" based on where the call was coming from. maybe something that could be put into the script that would overide the presetation class ?

 

[lretrievers]

There is not any scripting that can be done to change the "Break Time" as the script only manages the call while it is in the Symposium. The script's job is to deliver the call to the appropriate skillset which is assigned to an agent.

I don't know of any workaround, other than having agents have multiple logins with different call presentation classes assigned, depending on which skillset is associated to the login.