Changing post wrap state
By default, after an inbound interaction and its related wrap time times out, an agent's state in ContactPad changes to a ready state.
In some cases you may not want the agent's state to return to a ready state. For example, you may want to give your agents extra time after an interaction to complete post-interaction tasks. Or your agent may be a supervisor who does not want to keep receiving more interactions.
In these and other cases, you can set a different state for the agent after the wrap times out.
Use the following setting in an Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet, to configure post wrap states:
| Section | Field | Description |
|---|---|---|
| Wrap settings | State after wrap | The list contains available agent states in your account, plus Logged Out and Leave unchanged. Leave unchanged results in default behavior—the agent's state changes to a ready state or the agent's intended state. Select the state the agent should be in after the wrap state times out. |
For information about this setting, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.
For general assistance, please contact Customer Support.
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