The wrap-up time starts after the completion of a call and is used to allow an agent to work or perform wrap-up duties before the next call is accepted. After the delay ends, the agent automatically goes to the Ready state and is ready to accept next call. The wrap-up time can be set to a value of 1 to 7200 seconds.
The configuration of the wrap up time can be done per ‘agent desk setting group’. An agent desk setting group can be linked to an agent in the ‘agent explorer’.
To change, edit of delete an agent desk setting group you have to select the ‘agent desk settings list’ in the configuration manager.
Configuration manager -> tools -> list tools -> agent desk setting list.
To configure the wrapup time in Cisco ICM:
1. Create a new agents desk setting group or select an existing one;
2. Change to wrapup time;
3. Open an agent in the agents explorer;
4. Select the advanced tab;
5. Select the desk setting group in the dropdown menu.
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