An agent in status Busy / No answer / Wrap-up will return to status Ready when the agent timeout is over, or when the agent clicks Ready.

The different timeouts:

  • Busy timeout - Agent status will change to Busy for X seconds when a call is set up to the agent and Puzzel receives a busy signal, or if the agent clicks Reject when a call/written request is being offered. The agent will not receive a new request before the Busy timeout has ended or agent has clicked Ready.
  • No answer timeout Agent status will change to No answer for X seconds if a call (chat/email/social request) is offered to the agent and he/she does not do anything within the pre-defined offer time (Offer call/chat/email to agent sec). The agent will not receive a new request before the No answer timeout has ended or agent has clicked Ready.
  • Wrap up timeout phone How long the agent should have status Wrap-up after he/she has hung up the phone. We strongly recommend that this value be set to at least 30 sec. If most agents need 10-60 seconds wrap-up, but sometimes they need 5 minutes, we recommend that wrap-up be defined to 5 minutes, since agents should click Ready when they are finished with wrap-up.
    Alternatively, set the predefined Wrap-up short (e.g. 30-60 sec) and allow agents to extend wrap-up (see Products Agent application).
    The time spent in status wrap-up is reported in statistics and in Ticker (and AHT includes wrap-up). We do not
    recommend defining a Pause reason called e.g. extra wrap-up, since the time in a pause reason is not included in the reported Wrap-up time (nor AHT) in Ticker and Statistics.
    Please note you can also pre-define a wrap-up time per phone queue on page Services Queues under System Queue Settings.If an agent answers a call from a queue with a predefined wrap-up time, the queues wrap-up time is used instead of the wrap-up pre-defined on this agent.

Published

11/06/2020 - 14:53

Last updated

17/02/2022 - 12:35
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