Wondering if there is any way to set individual agents different after call time rather than the queue only time?
Agent behaviour is letting that time run down and then going into ready for next call.
I like this idea, I can see the thought behind it, could be complex to handle and then do people just start abusing this?
Add it to the ideas portal please, but be interesting to know what others thoughts are on this.
I wouldn’t want to do this, it’s too complicated and our teams would question why the wrap time is different, I can see it causing more trouble in our teams.
I would just reduce all the wrap time, where people genuinely need more time they can use a busy code. Then it’s monitoring and training.
Just my humble opinion of course.
Agree with your opinion to be honest.
The majority are doing just that but one is completing everything on call - good agent - and then having a breather in wrap - bad agent!
Been an ask to further drive home agent management and behaviours.
I agree Cathy. We recently set more realistic Wrap up times for each queue, agents can still go a Make Busy if necessary but it makes it easier now for supervisors to monitor performance on the dashboards and reports.