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
- Log in to PBX web portal, go to .
- On the top of the page, click Options.
- In the pop-up window, select the checkbox of Shared Wrap-up Time
Across Multiple Queues.
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- 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.
Example
We provide an example to demonstrate the effect if the shared wrap-up time is
enabled.
In this example, we have an agent A belongs to Queue-1 and Queue-2, and Call-1 from
Queue-1, Call-2 from Queue-2.
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- A call (call-1) comes into Queue-1, and agent A answers call-1.
- After finishing call-1, agent A enters a wrap-up period in Queue-1.
- A second call (call-2) comes into Queue-2 during agent A's wrap-up
time.
- If call-2 is routed to agent A, it will wait until the shared wrap-up time
ends (which is configured in Queue-1 and shared across Queue-2 for agent A).
Then call-2 will ring to alert agent A to answer it.