When a call, or an email, is finished, ACE Agent and ACE Interact can be placed in Wrapup status. The duration of the wrap-up status is set to give the agent enough time to complete a task before the next contact arrives.
This is an example showing the wrapup time for an agent handling phone calls.
The settings are made via ACE Admin, the Agent application | Wrapup... menu choice and cannot be changed in the agents' applications.
Media and users
Settings for wrapup are only used when handling 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.
Settings for the task types connected with emails and incoming calls are made under the 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.
In ACE Admin’s User window you can also specify different wrapup times for specific agents. See All details in the User accounts window.