Set wrapup rules

When a call, or an email, is finished, CallGuide Agent can be placed in Wrapup status, if you want to. The settings are defined via CallGuide Admin, the Agent application | Wrapup... menu choice and cannot be changed in CallGuide Agent.

The user must have Execute wrapup in his access role, or he will not have any wrapup time at all, even though the global settings are set to wrapup.

Settings for wrapup are only used when you handle emails and incoming calls with a defined task. For callback and campaign calls, a fixed wrapup time is meaningless, since these calls require feed-back, and a contact is in wrapup until the feed-back window is closed. When the agent is working with chat, wrapup continues until the agent chooses to end the chat.

In a system parameter, mobileMaxWrapUpTime, a maximum wrapup time is set for mobile agents. When this time is passed, the agent will be in Ready work level, even if the wrapup time for the task has not run out.

Users in CallGuide Admin require Own task type and wrapup time in their access roles, to administrate the wrapup times per task type for the organisation area.

Settings for the task types connected with emails and incoming calls are made under the Default tab.

Wrapup default tab

The actual task types are handled in the The Entrances, menu choices and task types window.

Default wrapup for the organisation area

Select the radio buttons that correspond with how wrapup shall function in the selected organisation area.

No wrapup
When the call is handled, the agent automatically ends up in Paused or Ready mode.
Unlimited wrapup
This means that the agent must activate himself when wrapup is finished.
Limited wrapup
Choose time (in seconds) in the box below the Time limited wrapup radio button.
No extensions
Disallows the agent to prolong the wrapup time with a configured number of seconds.
Allow extensions
Allows the agent to prolong the wrapup time with a configured number of seconds.
Unlimited extensions
Allows the agent to prolong the wrapup time unlimited times.
Number of extensions
Limits the number of times the agent can prolong the wrapup time.

Wrapup time per task type and individual agents

Some task types may need their own settings. On the Task types tab, select the task type to have its own settings and click to remove the check mark under the Default title. In the right-hand half of the window you then make the relevant settings, in the same way as for default settings above. Save and close the window with OK.

Wrapup task types tab

In CallGuide Admin’s User window you can also specify different wrapup times for specific agents. See All details in the User accounts window.