Good morning,
Is there any way that we can set the wrap time to count upwards rather than set a maximum time? If I enter zero, it automatically sets the agent back as available, even with a mandatory activity code.
We thought about creating an additional busy code called wrap time to change into but then this would not pull the average handling time stats through.
Thanks in advance.
Hi Michael, sorry for the delay in responding. If you set wrap up time to zero you effectively tell the system to not have any and even with mandatory enabled, it will not enable them.
Wrap-up is designed to count down. If you use Mandatory codes, once it reaches zero it will then start to count up.
I am not a fan of having a busy code as an “extended wrap-up” as it stops me knowing how much wrap-up is actual needed per interaction and activity (but that’s me and I love stats 
)
Is there any particular reason that you feel you want an activity code to count up?
Many thanks.
Jonathan.