Enable Shared Wrap-up Time Among Multiple Queues

With shared wrap-up time feature, agents who belong to multiple queues will have sufficient time to complete post-call processing after finishing a call, avoiding receiving new calls from other queues during wrap-up time period. This topic describes how to enable shared wrap-up time among multiple queues.

Requirements

The firmware version of PBX server is 37.17.0.16 or later.

Procedure

  1. Log in to PBX web portal, go to Call Features > Queue.
  2. On the top of the queue list, click Options.
  3. In the pop-up window, select the checkbox of Shared Wrap-up Time Across Multiple Queues.

  4. Click Save and Apply.

Result

When an agent who belongs to multiple queues finishes a call in one queue, the wrap-up time configured in that queue will be applied across all queues associated with this agent, the agent will not receive new calls from other queues during this wrap-up period.