Hello!
I'm aware of the post processing timeout that functions in the contact center, but this only works if an agent has selected a transaction code (wrap up code) and has not selected the blue wrap up button on the bottom. We currently have it set at 30 seconds, which works great, putting the agent back in their last status after the countdown.
However, I noticed if the agent does not select a wrap up code while on the call, after the countdown for the post processing runs out, they will remain in wrap up indefinitely. This is logged in reporting, however the issue is being in wrap up constitutes as being in a "busy" status. We have a % hours available benchmark for our agents that is calculated by the percentage of time the agent is "available" and "busy". So essentially, if an agent has excessive wrap up times, their availability % will be higher which isn't an accurate picture of their available time.
My question is, are there any setting configurations that would force the agent back into their previous status after being in a wrap up state for a designated time (say 5 minutes)? The post processing works if the agent dispositions the call. But if they don't, they will essentially stay in wrap up until they realize they have not dispositioned and wrapped up their last call. Or, are there any settings to change the wrap up status to not count as busy?
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Bradley Madden
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