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  • Workgroup issue

    Having a strange issue at one customer. When a call comes in for an agent in a workgroup, they finish up the call, go into wrap up time 300 seconds, once that finishes and there are calls in the queue they are not able to answer them. It used to send the call to them once wrap up time finished but now they must manually answer the call using PCM. Anyone ever had this happen?

  • #2
    After the wrap-up period, is the agent status changed back to Logged-in? During our brief experiment with a wrap-up period, our agents were being logged out after each wrap-up period.