True wrap calculation v busy code

Liberty Converse and Connect Advice
1

Hello,
For a scenario when someone takes a call and then choses a busy code such as a comfort break or lunch, Is there then a way to revert back to the wrap time so that the time can be calculated properly as part of the AHT and the time not lost in the busy code?

If not are there any bright ideas please, as aside from asking them not to go to the toilet until the works completed, im a bit stuck :confused:

cheers :slight_smile:

2

Hi @davearmshaw, have you tried turning on Mandatory Activity Codes? This should ensure the Agent selects an Activity code before the Busy code kicks in.

Thanks

Jonathan

3

Also, if they select a Busy code whilst on the call this won’t interrupt the wrap up time, but it will end the wrap up if they end the call and then select a busy code whilst in wrap up it ends the wrap up (unless you have mandatory activity codes enabled).

Kind Regards,

Jonathan

4

Thanks Jonathan.

Yes we have mandatory activity codes enabled which does stop us going available. It was just to try and catch all the lengthy after call work if an agent selected a busy code such as lunch straight after the call and if there was anyway round it. thanks