Wrap-Up and End Interaction Handling

Modified on Wed, 24 Apr at 1:18 PM

NB: This feature is only available in the new console and this functionality will be off by default.

The skip-ended state functionality will allow agents to complete interactions in one click.

While this function is off the current process is as follows:
- Agent /Customer ends interaction which begins the wrap-up process 


- Once wrap up complete agent clicks the “X” to enter a tag and that completes the interaction


With this functionality switched on the process would be as follows:
-Agent/Customer ends interactions and the agent is immediately prompted to enter a tag and interaction is completed. 


If Agent Wrap-up time is required leave this feature disabled.
If no Agent Wrap-up time is required this feature can be enabled.

To enable or disable this feature you will need to do the following steps: 



Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select at least one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article