Implement wrap-up via automatic pause

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Sep 22, 2017
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Hello everyone,

Would it be possible to implement wrap-up as automatic pausing of agents at the end of each call, and let agent to chose when his wrap-up is finished?

It seems as though a few solutions out there have an option to have agents go to a "paused" state after finishing a queue call. The idea is that in some call centers, wrap up time varies depending on the result of a call. Sometimes there is no wrapup time needed, other times a few minutes are necessary. By placing the agent in a paused state after every call, the agent can then decide when to get placed back on queue by "unpausing" themselves (via a button on agent console).

Is there some kind of a trick? Do you have some other solutions?

Standard Wrap-up Time is not solution because we are only outbound call center, and wrap-up is not considered as busy state so predicitive dialer dials no matter of the wrap up and our call are being abandoned.

Also Auto-Pause option is not working for some reason I belive because is feature for inbound calls.

Im using: Elastix 4.0.0 1 || FreePBX 2.11.0
 

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