Managed Wrap Time

[tonils]

We have been approached by a call center who are interested in using Asterisk and QueueMetrics. They have an interesting view of wrap time and call it managed wrap time.

Essentially, if an agent pauses directly after a call, this pause time (which they call wrap time) is attached to the call; so each call has ring, talk and wrap time. This allows them to report on wrap time as it relates to the number of calls the agent / call center has taken.

Would it be possible to do something like this with QueueMetrics?

Tony

[QueueMetrics]

It would surely be interesting. The implementation would be pausing with a specific pause code that we know as "wrap-up for the last call".

[tonils]

Sounds like how they do it in the current system.

Any chance of this in a future version? Anything I can do to help?

Tony

[QueueMetrics]

Yes  - this is something that has to be added.

If you need this immediately, please contact our Professional Services for a custom implementation.