WRAP Time

[PhilMyWallet]

I currently have a solution which uses a NR reason code for collating data on Wrap time.

Unfortunately our data feed to WFM uses the Wrap (Break time) for calculating this (I think).

Please can anyone confirm if Wrap time (Break Time) is also counted within Not Ready Time?

Also if an agent finishes a call & selects a NR Reason Code (i.e. Meeting) ill this still be classed as Wrap time, as NR has been selected immediately after the call.


Any help appreciated.

 

[lretrievers]

Wrap time (or not ready time) and Break time are not the same things. If you look at the agent performance report, it is actually two separate columns.

 

[PhilMyWallet]

As we use Not Ready Reason Codes, our not ready time is time spent away from the phones.

Which stat should we use to collate Wrap time? (I think it is called PCP time, however I can't find this stat in the Agent Performance data table).


Cheers



Phil

 

[lretrievers]

PCP (post call processing) time and Not Ready time is the same thing. There isn't a way to diffentiate between the two. It sounds like you are using Break Time as a wrap up time which is on the agent performance report.

 

[PhilMyWallet]

It is my understanding that PCP time is only counted immediately after finishing a call, however Not Ready stat counts as a total irrespective of when it is selected. Is this the case?

If so, as we use Not Ready Reason Codes, does this mean if an agent goes for a meeting immidiately after finishing a call, the PCP time will be counted during there time in the meeting?

Which stat is used to collect the data for PCP?


Regards


Phil

 

[lretrievers]

PCP is Not Ready time. The time spent in Not Ready at any time, whether it is directly after a call or in the beginning of the day is all Not Ready time. Symposium does not have a way of diffentiating how much time is spent for post call processing time, and how much time was spent for a meeting. That is the reason for the not ready codes.

There is no stat that is just "PCP". They are lumped together.

 

[StanleySteamer]

Maybe this will help (from the Historical Reporting and Data Dictionary):

Post Call Processing Time is calculated for the Not Ready period immediately following a call. If the agent goes into another state after the call (for example, by answering or receiving a DN call or logging out of the skillset),and then goes into Not Ready state, the Not Ready time is not pegged against PostCallProcessingTime. Also, if the agent interrupts the Not Ready period to go into another state, and then returns to Not Ready state, the second Not Ready
period is not pegged against PostCallProcessingTime.

So your agents would have to get out of Not Ready from the last call, then re-activate Not Ready (with a new Reason Code) before going for coffee.

 

[picklemogg]

Phil,
Brings back memories...not so fond ones. We also use a WFM system where Average Handle Time is calculated as Symposium Talk Time + PCP time.

You can find PCP time in the Agent by Skillset or Agent by Application data table. As stated, you will not find it in the Agent Perf table.

Our WFM system uses Symposium Talk Time + PCP Time from the Agent by Appl table.

Also, break time is not inlcuded in PCP.

Hope this helps some.