Hi Mohan,
I can’t be sure about your current dialing solution but there is generally an option to enforce a max wrap-up up time.
I can tell you though that it is generally not used as there are two drawbacks.
1. The call agent will automatically return to waiting without the opportunity to disposition the call correctly if it is one of the few calls that take a long time to resolve (while in wrap).
2. More importantly, it our experience with a variety f contact centers is that the Call Handler will start to rely on the timer, and thus even calls that should take 5 seconds to return to waiting will use the full amount of time you allowed for Max wrap time.
We solve the problem by providing reports that compare each Agent to the overall performance, and the report shows the count, average talk and wrap time per agent for each type of call. This way, the good, and the not so good agents are easily visible.
Best regards
Darren |