CAD agent wrap up time Settings!!

Hello,
Here is the requirement I have with one of our customer.
UCCE version :7.5.1
CAD Version: 7.6.1
requesting to have the agents be placed in a 5 seconds wrap state after each call and after the 5 seconds auto pushed into a ready state. however, if they need more time they can select the WNR button (before the call ends) and extend that time to 1 minutes. After 1 minutes the system would auto place them in a ready state. Can this be done?

You can set the 5 seconds you need really easy in the UCCX site (Click here), to configure the WNR button, I think you can do it from the Desktop Administrator.
Rolando Valenzuela.

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CAD agent detail real-time display

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When agents show their statistics in the CAD window, and select Agent Detail Real-Time Display - the Avg Talking field is showing the same number for ALL agents. For example, each agent shows a value of 2:26 for Avg Talking. It would seem to me that this field should be specific to each individual agent, and not an average of all agents in the skill group. The Cisco CAD User Manual shows Avg Talking to be "The total time on calls (all talk time + all hold time) divided by the number of calls"
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Hi Robb,
Found my old TAC Case. It was for an upgrade from 7.2.5 to 7.5.6 so you might be hitting a similar issue. This is the email of the escalation from Cisco to Calabrio for the issue I had if it helps when you talk to TAC:
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Detailed Description
Upgraded ICM from 7.2.5 to 7.5.8 (CAD 7.5.6), after upgrade, CAD realtime
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http://wwwin-tools.cisco.com/casekwery/getServiceRequest.do?id=613948701#not
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UCCX 8 agents wrap up time

Chaps
Has anyone come across a problem whereby after an agent finish's with a call the agent is not made ready automatically after the wrap time has expired.
Agents need to manuelly logon to receive next call.
GG

Hi Graham
From the Supervisor desktop, what reason code do these agents have assigned? A common issue that we hit is agents being Not Ready with "Work Timer Expired". This generally means that they have picked up the handset to dial a number whilst they are in wrap up state - and automatically makes them Not Ready requiring a manual "Ready" operation before they will receive calls again.
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Wrap-up time configuration per agent basis (in UCCX)

There are two agents (X & Y) who are part of the same CSQ, however both agents want to have different Inbound wrap-up time.
What I understand in UCCX is, that we configure wrap-up time in CSQ (unlike agent desk settings in UCCE). If its a CSQ based, this setting gets applied to all the agents whoever is part of the same CSQ. I didnt find any such wrap-up time option which can be configured at the agent level and doesnt impact whole CSQ. Is there any solution to the problem stated above?
Will greatly appreciate help in this regard.
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You can do this using a workflow.
Set your CSQ wrap time to a high value, for example 600 secs.
Create 2 workflows - one for experts and one for your novices.
In your expert workflow, add a timer action to the work event in the voice contact workflow. Set this timer to the wrap up time required for experts, and add an action there to make the agent go ready (if they are not already ready).
In your novice workflow, do the same as above but give set this timer to the value required for novices.
I've tested this out on v8.5 and it seems to work OK.
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CAD outgoing call wrap-up time?

Hi All,
I have setup wrap-up times for my incoming calls via the CSQ configuration. Is it possible to set a wrap-up time for outgoing calls? If so where do I configure it?
We are using UCCX 8.5.
Thanks in advance.
Matty

AFAIK, it's not possible to set up wrap up for outgoing calls.
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I have UCCX 9.02, is it possible to add a Button for Wrap up times.
What I want is to basically, at the End the Call Give them 60 seconds (Wrap up Timer) to select a Wrap-Up button to type up there case codes then select End Wrap-up to start recieving calls again.
Currently we give them 600 seconds as the Wrap up timer. some people finish in 60 seconds and others use the full 600 seconds.
we want to have tighter controls over the wrap up times. Is this a viable option in UCCE?
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I might be missing something but it sounds like you are describing the work button. It's the folder icon. In CAD. You might have to configure it to show up if you don't see it. The Agent has to press the work button while on an active call, in order to go into work mode post call. Then go ready manually, or wait for a configured automatic wrap-up timer to expire.
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UCCE 7.2 - Using Unlimited Wrap-up Time

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When the wrap timer expires, they will be in placed in whatever state they were in previously. If they were in Not Ready placing an outbound call, they would go back into Not Ready. If they were in Ready accepting inbound calls, they would be placed back into Ready.
Are they aware that the 2 hours of after call work will be included in the handle time metrics? It seems like the better option would be to configure some reasonable amount of time for ACW and then allow the agent to place themselves in Not Ready during that time. Unless of course that 2 hours is actually associated with the inbound call...

Combining automatic and non-automatic wrap-up time

Hi!
I was wondering if it was possible to combine automatic and non-automatic wrap-up?
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Hi all, hope everyone is well.
I am running a UCCE 7.5.8 environment with CAD 7.5.8 and CUCM 7.1.3 I am having some CAD agent suddenly unable to login to CAD due the following error "An unknow failure was receved from the Cisco Unified Communication Manager. You may have entered an incorrect ID, password, or extension. Verify your entries are correct and try again."
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Is it possible to configure the wrap-up time for the manual outbound calls in UCCX? I think, this option only exists in CSQ, which is of course meant for the inbound calls. Any thoughts or any workaround to make this work?
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Dear experts,
I look forward to hear from you if you have anything to offer. Wrap-up TIME to be setup for manual outbound calls in UCCX.
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CAD agent wrap up time Settings!!

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