Wrap-Up and End Interaction Handling

Created by Jack Hooper, Modified on Wed, 24 Apr 2024 at 01:18 PM by Jack Hooper

NB: This feature is only available in the new console and this functionality will be off by default.

The skip-ended state functionality will allow agents to complete interactions in one click.

While this function is off the current process is as follows:
- Agent /Customer ends interaction which begins the wrap-up process 

- Once wrap up complete agent clicks the “X” to enter a tag and that completes the interaction

With this functionality switched on the process would be as follows:
-Agent/Customer ends interactions and the agent is immediately prompted to enter a tag and interaction is completed. 

If Agent Wrap-up time is required leave this feature disabled.
If no Agent Wrap-up time is required this feature can be enabled.

To enable or disable this feature you will need to do the following steps: 

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