After a call ends or is transferred, the CCA will automatically switch your agent status to Busy – Wrapping Up. This Wrap-up mode provides the time to complete any paperwork or additional tasks.
If Call Classification is mandatory, the Classification window will open when a call has ended, please see step 6 below.
To take another call, change your agent status to Available as indicated in Switch Your Agent Status to Available.
Note: Your team may have a limited wrap-up time. When that time expires, the CCA will automatically change your agent status back to Available or to After-Call Work if the After-Call Work Status has been configured. If the After-Call Work Status has been configured, the CCA will automatically change your agent status back to Available upon expiration of the time set up for After-Call Work. For more information, see After-Call Work Status.
