Would it be possible to implement wrap-up in QueueMetrics by automatically pausing agents for a configurable amount of time at the end of each call? This would solve two issues we are seeing:
1) There is no wrap-up time for outbound queues. An agent that is a member of inbound and outbound queues can receive an incoming call immediately after hanging up an outbound call.
2) For inbound queues, Asterisk seems to track wrap-up on a per-queue basis instead of globally. An agent that is a member of multiple inbound queues can receive a call from one queue immediately after finishing a call on another queue.
I know we can create pause codes for wrap-up and outbound calling but these require the agents to manually pause and unpause which we can't always count on them doing. If there were a way to automate this, it would make their jobs a lot easier and also help keep our call center operating efficiently.
Thanks
