Options for wrap up after queue calls

Jun 29, 2017 08:39 AM PDT
John Ingram
ID Experts
After an incoming call from a customer, agents need time to document the call or finish processing the sale/request/etc before receiving another queue call. For this we have a wrap feature that the agent can enter. This prevents queue calls from going to that agent until they leave wrap and go back to ready mode.

I am extremely surprised by Shoretel's lack of functionality regarding wrap.

There doesn't seem to be a way to put a timer on wrap where it automatically returns the agent to ready status after a set amount of time. It would be nice if there was at least a way to flash a light on the phone, or a popup on the computer that notifies the agent they are still in wrap. Or maybe a way to alert the supervisor when an agent has been in wrap for a set amount of time.

Are no solutions available?

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