Private o/g call during wrap-up time

[almatel]

hi all,
i have configured a wrap-up time in the pilot parameter ( Automatic wrap-up )to 15 sec , all other P.G wrap-up timers ( Wrap-up idle Timer, Wrap-up in pause Timer ) to Null (( not used )), and disable (( the Auto return to Wrap-up and Pause after manual wrap-up in pause )), so the pilot wrap-up timer is the only timer will be given to the agents = 15 sec.
but the problem is .... when an agent makes a private o/g call during this 15 sec wrap-up timer for 5 min or ( 10 min or However long ) the status of this agent show that he is in a wrap-up status as long as the private o/g call takes, therefore when we generate an activity report for this agent we find the wrap-up timer sometimes = 5 min and sometimes 10 min or 20 min ?!!!!!( but the total wrap-up time allowed is 15 sec ).
in other hand when we generate a report for the private calls for the same agent we did not find these calls (( calls that the agent made during the wrap-up time )) because that time the system shows the status of the agent as a wrap-up status.
is this a normal behavior?
if yes, so what is the purpose of managing the pilot Automatic wrap-up timer (( 15 sec )) as long as the agent can makes private call However long ,and the status shows that he is in wrap-up status , and the wrap-up time shown in reports = duration of that calls However long.

please advise .

regards.

[cavagnaro]

Well...the purpose is that your agent will go Ready after 15 secs of releasing an ACD call. Now, in this time he is supposed to be doing tasks like filling a report or a CRM. If he starts a telephony action, business call, not ACD then he is telling the system, hey I am not doing ACD job. And OXE can't change his status during that time as it is no longer ACD time...he began a business action.
As you see there is a extrapolation of status and actions so it is hard for ACD to report what is going on.
Private call? Maybe...but started while on a ACD status. And is supposed to be part of that customer call. Not a personal call. For a personal call agent should go in NotReady and then do his private call.
I know is not "hey but I do want to be the way I want and do whatever I want". If so, buy a Genesys or similar high level CC software which allows you report on every detail. Otherwise you need to get used to move your rules to some ACD features.


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[tgn]

hmmm...

maybe the function "eternal wrapup" is set to true in your case? i think, when it is set to false, any phone action will end the wrapup and as soon the agent hangup his private call the next ACD call will ring.
but i'm not sure about the statistic data in this case.

Code: Select all

Eternal wrap-up                                                         

YES: return to wrap-up when the operation begun in wrap-up is ended.
This feature applies to the automatic wrap-up, to the manual wrap-up in
pause or idle.     

regards...


--- back to basics... focus your eyes on the essential things... ---

[almatel]

hi all,
thank you for your reply....
first Cavagnaro :
ok I am agree with your point of view, but at least the supervisor should know ( from agent status ) that the agent in private call status .
in other hand Alcatel doc. says exactly ....((( An agent in wrap-up phase can carry out all the operations he wishes.
However, an operation (outgoing call, selection of a dynamic or programmed key, etc.) will cancel the wrap-up state (except "Qinfo" key activation) and
the agent will return to idle state at the end of the requested operation. Am I right

second Tgn :
Eternal wrap-up ( old CCS ) = Auto return to Wrap-up and Pause after manual wrap-up in pause .. and it is set t no ( disabled ).

regrads.