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.
Thanks

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.
Brian
Please rate helpful posts

Similar Messages

  • 5508-DHCP per WLAN basis

    dear all, 
    kindly guide me  how to configure WLC 5508 internal DHCP  per WLAN basis , i read the following document it is clearly mentioned that we can configure DHCP on WLC 5508 per WLAN basis. but i did not find the configuration  per WLAN basis 
    http://www.cisco.com/c/en/us/td/docs/wireless/controller/7-0/configuration/guide/c70/c70wlan.html#wp1293808
    need your kindly response 
    my email address 
    [email protected]

    When you configure dynamic interfaces on your 5508, you can specify DHCP server IP address. Later on you will map a dynamic interface to WLAN.
    Also under WLAN advanced setting, you can specify DHCP server IP, if you want to override dynamic interface configured DHCP server to a particular WLAN.
    HTH
    Rasika
    **** Pls rate all useful responses ***

  • Wrap-up time for manual outbound calls (UCCX)

    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?
    Requirement- Once a manual outbound call is hung up, agent's state should be switched to WORK READY as per the wrap-up timer setting.
    Thanks.

    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.
    Thanks,
    Piyush

  • Wrap-up Time

    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?
    Thanks

    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.
    Anthony Holloway
    Please use the star ratings to help drive great content to the top of searches.

  • UCCX 7.0 Wrap-up time

    Dear Netpro gurus,
    My client wants to introduce a Wrap-up time of 15 seconds where for all of their agents in one of the CSQ, everytime they finish with their call, their agents will stay at 'Not Ready' state for 15 seconds so that they could write down relevant notes before their system put them back on 'Ready' state for the next call.
    Any ideas of how to do this? Any help would be greatly appreciated.
    Cheers,
    Hunt                  

    In Appadmin, go to Subsystems -> RMCM -> Contact Service Queue. Select your CSQ and enable automatic work. Set wrapup time to enabled and enter 15 secs in the field.
    Search for wrap in this document: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_7_0/configuration/guide/uccx70ag.pdf
    Brian
    please rate helpful posts!

  • UCCE 7.2 - Using Unlimited Wrap-up Time

    When we used ICM 6.0, our desk settings had optional After Call Work, with a wrap up time that was either blank or set to 0, which, we were told signified no automatic ACW timer.
    I note now that any time I try to edit one of those desk settings that was migrated from 6.0 to 7.2.7, it gives me an error saying that 0 is not in the range of acceptable values (1 to 7200).  How do I now set an unlimited ACW timer?

    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?
    I want to configure it to have a 10 sec automatic wrap-up after each call. But I also want the possibility to enter the work status manually if more time is required, without having to go to a Not ready status.
    We are using CAD 8
    Regards,
    Vegard

    Hi,
    any solution for this ?? Basically we must have the possibility to extend the wrap up time (Work state) manually (eg. by pressing the work button in CAD) if the agents needs more time than the configured wrap up time.
    Thanks!

  • Is there a way we can open/close posting periods on a "per day" basis?

    Hi SAP gurus,
    Is there a way we can open/close posting periods on a per day basis?
    It is not possible in OB52 since it only has control per period and not per day.
    Will assign points for suggestions. =) Thanks!

    Hii
    In standard SAP there is not such functionality where u can do these kind of configuration...it is at least for a month that is through OB52.
    If u still wants this functionality it is through the validation.
    u need to create the validation for that company code and thn u can use this functionality....
    hope it helps u
    reward points if helpful
    sejal singh

  • Can't configure my Snow base station after Hard Reset

    Hello -
    I am having trouble configuring my Snow base station after a hard reset.
    Airport Admin Utility will not see or connect to it.
    I get the error:
    "The AirPort admin utlity was unable to
    read the configuration file of the selected
    base station.
    An error occurred while reading the configuration."
    any suggestions?
    I need to completely erase it and give it a different configuration altogether.
    Any help would be appreciated.
    Regards - Dustin

    I can only offer sympathies. I have exactly the same problem.
    A question:
    1) After a hard reset of the ABS according to the procedures in Articles 106602 & 106685, at step 14 does Airport Admin(AA) find your ABS?
    (I can reliably get to this point, however loading default software fails. I noticed that the Airport ID is zeroed! )
    2) In AA have you tried connecting to 10.0.1.1 using your ABS password?
    3) Can you create a c2c network? (I can connect my iMacs together reliably, so it is not a radio noise issue.)
    I firmly believe this is a s/w issues somehow related to the recent upgrades. I only recenly bought my ABS, after replacing my Graphite for similar reasons. This is becoming unreasonablely time consuming and expensive.
    I know this is a bit 'blah, blah', but I'm scratchng around too and would appreciate help! (I had to drill a hole in the wall to get 'hardwired' to the net, so I could get on here, this is not good!)
    iMac 400Mhz   Mac OS X (10.4.3)  

  • How to make real-time report per subscriber ( SCE2020)

    From the link below Cisco SCA BB SNMP Real Time Monitoring User Guide, 3.1
    http://www.cisco.com/en/US/products/ps6135/products_user_guide_chapter09186a008084ddc8.html
    it only make report on the global bandwitdh does anyone have i 3rd party software or good document on how to do snmp real-time report per subscriber?
    Thanks in Advance.

    SCE platform supports a limited set of variables that may be configured via SNMP (read-write variables). Setting a variable via SNMP (as via the CLI) takes effect immediately and affects only the running-configuration. To make this configuration stored for next reboots (startup-configuration) the user must specify it explicitly via CLI or via SNMP using the Cisco enterprise MIB objects.
    For the further details for the SCE follow the below url which will help you:
    http://www.cisco.com/en/US/products/ps6134/prod_configuration_guide09186a008078b43a.html

  • Cannot configure Airport Extreme Base Station

    I have a base station in my classroom. It was plugged in 4 years ago stock, and it has run fine as is all this time. I started to get annoyed about temporary signal drops that occurred from time to time. I was told that updating the firmware would limit these (but not eliminate them)......and now my problem. I tried both airport utilities to no avail. Both give me error messages ("an error occurred reading the configuration") when every I try to set it up. I did a hard reset, but that did not alleviate the problem. I know the default password is "public".....not sure what to do from here. Any suggestions?
    The base station is running firmware 5.0.3....which is quite old. My laptop is a G3 iBook running 10.48.
    Interestingly the router still works pretty well.....I am using it right now to get on my school network...but I would like to put a password on it and update the firmware.
    Thanx
    Shawn

    Shawn, I'm having the same problem, exactly. I had to disconnect my networked HD for a while (renovations) and when I plugged it back in, I couldn't see the ethernet port. When I went to Airport Admin. Utility, I couldn't configure the airport base station.
    I went through the "cold start" procedures and used "public" but to no avail. I still have access to the 'net but am concerned that my security has defaulted to -0-.
    I am going to try to direct connect tonight when I get home, but if you have luck, would you please post your answer? I will do the same tonight if I figure it out.
    I've been pulling my hair out for a week trying to figure this out!!
    Good luck.
    Thanks,
    Dave

  • Airport Admin Can't Read my configuration on my base

    I'm trying to open up a port for this website that I go to where I download music. I can make my changes on my mac in the network settings but when I go to the Airport Admin to make the change there to my wireless configuration, I get a message saying the "admin can't read the configuration for the base..."
    I'm able to get on line and have no problems there.
    Any ideas?
    Thanks,

    Shall we assume your network consists only of a cable/dsl modem, an Airport Express, and a Mac?
    There are only a few things that can cause this error message, but the most common among them is having installed non-Apple firewall software or "internet protection" software or VPN client software on the Mac. Make sure all such software is disabled or uninstalled before running the Airport Admin Utility.
    If you still have problems, do a factory default reset of the Airport Express per:
    http://docs.info.apple.com/article.html?artnum=108044
    ...then reconfigure the device from scratch.

  • Connection fee - Charge on Per minute basis or Per...

    I am new and want to use Skype to call Fix and Mobile line, I find there is a connection fee. Does that charge on on Per minute basis or Per connection basic?
    Thanks,
    Jeff
    Solved!
    Go to Solution.

    Hi,
    A connection fee is charged when you use Skype Credit to call a mobile or landline. Connection fees are charged according to the currency set in your Skype account, and per call.
    For more information on how to find which connection fee applies to the country you are calling, visit:
    https://support.skype.com/faq/FA1050
    Connection fees are also subject to the following conditions:
    - If the call lasts less than one second, the call is not charged.
    - If the call lasts more than one second, the connection fee is calculated based on your account currency.
    - If your currency is not set, the connection fee will be calculated in Euros.
    - If your billing address is within the EU, the connection fee is subject to 15% VAT – so for example, the actual cost for a connection fee of €0.039 (the global rate) would be €0.045. However, since your Skype Credit has been subject to 15% VAT at the time of purchase, you would see the amount of €0.039 deducted from your Skype Credit.
    - If a call is declared to be free of charge (such as a promotion or 0800 number) the connection fee is not charged.
    - If you have one of our Unlimited subscriptions, the connection fee is not charged for the calls covered by the subscription.
    Hope this helps.
    Did my reply answer your question? Mark it as a solution to help others, Thanks.

  • Negative time configuration

    Dear gurus,
    Please could anyone guide me through negative time configurations, If you have some configuration documents that will be of great use.
    thanks in advance
    jeeva

    Hi,
    The configuration of TIMEMANAGEMENT starts with defining of work schedules, which further is assigned to employees for calculation of Payroll. Work Schedule Work schedules are very essential for employee to exist in the system. The following process explains creation of work schedules without which the employee times cannot be recorded and the Payroll also cannot be executed. Work schedule is a Pattern of daily working Times of an employee scheduled to work and act as a guideline for employee working time. When employee is hired the work schedule rule is attached. As and when there is a change in employee working pattern the same will be changed in Infotype 0007. The Work schedule rule will give the following details: Daily working Hours with begin Time and end time of work (Includes the tolerance Limits) Weekly working Hours Monthly working Hours Annual Working Hours HOLIDAY CLASSES/CALENDAR Public Holidays are predefined in SAP. The Holiday calendar creation process is explained below: IMG Path: Personnel Time management ->Work schedules->Define Public Holiday classes Table/View: NA Transaction Code: SCAL /OY05 Holiday Class: In Bill Forge Public Holiday class 1 is used for all holidays. There will be two types of Public holidays (PH) defined for Project namely Fixed Date: The PH days which fall on a fixed date e.g.15th August Floating public Holiday: The FPH is a movable holiday, which means the holiday doesnu2019t fall every year on the same day (Eg: Diwali /Holi) Fixed Holiday Incorporate the following while creating the Public Holiday on a fixed day: Date of the Month (day) Month Holiday class and Holiday short Text and Long Text. Creation of Floating Public Holiday: Incorporate the following while creating the Floating Public Holiday Year, Month and date of the Month (day) e.g. 14th MARCH 2007 --HOLI Holiday Class Public Holiday short Text and Long Text. Sort Criteria Public Holidays define List of holidays for each region are attached as the annexure I. Holiday Calendar Here the Public Holidays are attached to Holiday calendar Holiday Calendar defined for . The List of holidays that fall under each of the holiday calendar is listed below. BF HOLIDAY CALENDAR Factory Calendar : In 2 holiday calendars have been created and one assigned to a factory calendar, to differentiate the plant level working days in PP module. As they have no specified holidays. GROUPINGS FOR WORK SCHEDULES DWS Grouping Here Daily work Schedule grouping is attached to the Personnel Subarea grouping. The grouping is required to cater to the different requirements and time rules in the company. IMG Path: Personnel Time Management.. work Schedule.. Personnel Subarea Groupings (PSG).. Set groupings for the Daily Work schedules (DWS). Table/View: T508Z The personnel subareas have to be grouped for work schedules so that different personnel subareas can have different work schedules. IMG Path: Personnel Time Management.. work Schedule.. Personnel Subarea Groupings.. Set groupings for the work schedules. Table: V_001P_N. DAILY BREAK SCHEDULES Here the Daily break schedule is variable, for a period of 60 minutes which is paid and can be availed any time between three hours depending on the Shift working times. IMG Path: Personnel Time Management.. work Schedule.. Daily Work schedules .. Define daily break Schedules.. Determine Break Schedules. Table/View: V_T550P. Breaks grouping for Daily work Schedule is u201801u2019 DAILY WORK SCHEDULES Daily Work schedule consists of the number of working hours and planned working time of the schedule. If the schedule consists any breaks they also have to be attached to the work schedule. IMG Path: Personnel Time Management.. work Schedule.. Daily Work schedules (DWS).. Define daily work schedules. DWS grouping for Daily work Schedule is u201801u2019 Table/View: V_T550A. 2. DWS FOR NORMAL WORKING TIME 3. DWS FOR SUNDAY PERIOD WORK SCHEDULE Periodic work schedule is the combination of DWS for a period (i.e. a Week). As operates 6 days a week (Monday to Saturday) for these days the DWS would be that of a Working day and for Sunday DWS off would be used. IMG Path: Personnel Time Management.. work Schedule.. Period work schedules .. Define period work Schedules. Table/View: V_T551A Day Types No new day types are defined. SAP standard ones are used. Blank - work/Paid - If the employ works then only salary is paid. 1. O/Pd - Off /Paid - The day is off and its paid off. 2. O/Up - Off/ Upd - The day is off and is unpaid off day. 3. O/Spd - Off/Spd - This day is special day like company formation day IMG Path: Personnel Time Management.. work Schedule.. Day types.. Define Day types. Table/View: V_T553T Day Selection Rule The selection rule will decide whether the day is working day or non-working day and the settings are to be configured as per the requirement. IMG Path: Personnel Time Management.. work Schedule.. Day types .. Define selection Rules. Table/View: T553A Transaction code: NA Blank = work and get Paid (applies for weekday/Saturday and Sunday) = Holiday means off and paid. = Off and Unpaid EMPLOYEE SUBGROUP GROUPING No new employee groups are defined. The two standard groups available in SAP are 1. Industrial Workers 2. Salaried Employees IMG Path: Personnel Time Management.. work Schedule.. work schedule rules and work schedules.. Define employee subgroup groupings.. Define Employee Subgroup Grouping. Table/View: V_T508T Employee subgroup grouping for work schedules Here the employee subgroups are grouped as employee subgroup grouping 02. IMG Path: Personnel Time Management.. work Schedule.. work schedule rules and work schedules.. Define employee subgroup groupings.. Group Employee Subgroups for Work Schedules Table/View: Table: V_503_D Groupings for the Public Holiday Calenda As there is only one holiday calendars defined for , each holiday calendar has to be assigned to the concerned Personnel Sub Area. IMG Path: Personnel Time Management.. work Schedule.. work schedule rules and work schedules .. Define groupings for the public holiday calendar. Table/View: V_001P_M Different Holiday calendars are defined and attached based on the holidays declared. SET WORK SCHEDULE RULES AND WORK SCHEDULES Here the work schedule Rules are defined using employee subgroup grouping, holiday calendar, personnel subarea grouping, work schedule rule (we can name as per the naming conventions), from date and to date, under the working time (No. of working hours per day, weekly working hours, weekly workdays, monthly working hours and annual working hours, rules for day type, grouping for daily work schedule (normally this comes automatically since the settings are made initially), Under period work schedule attach the Period work schedule). IMG Path: Personnel Time Management.. work Schedule.. work schedule rules and work schedules.. set work Schedule rules and work schedules. Table/View: V_T508A WORK SCHEDULE RULE General which is for a fixed period of 7.50 hrs from 10:30 to 18:00 hrs and Create/Generate work schedules Work schedules are to be generated for a specified period. There are two methods of generation namely Manual Generation Batch Manual generation: Generating the work schedule rule manually will help in finding out any configuration errors and eliminating problems by rectifying them. IMG Path: Personnel Time Management.. work Schedule.. work schedule rules and work schedules.. Generate Work schedules manually. Transaction code: PT01 Work Schedules holiday calendars are created from 1950 to 9999 years. To handle the legacy data and the previous employees date of joining. The work schedules are generated from 2007 to till date. SET DEFAULT VALUE FOR WORK SCHEDULES Feature SCHKZ is used to default the work schedule to a particular Personnel area / Sub area. If this is done this would get defaulted in the IT 0007 so that it may not be maintained manually. IMG Path: Personnel Time Management.. work Schedules.. planned working time .. Set default value for the work schedules. Transaction code: PE03 Feature SCHKZ Feature TMSTA IMG Path: Personnel Time Management.. work Schedule.. work schedule rules and work schedules.. Generate Work schedules manually After that you can goahead for Absence quota Config.
    Then go se38 give RPTQTA00 and execute ......
    Thanks and Regards,
    Revathi.

  • My iMac will not connect to time capsule used as base station in my roaming network

    I have a network that is made of up a Time capsule as a base station and 3 airport express's used to extend my wifi coverage. It is setup as a roaming network with each express hardwired to the base time capsule. I have a iMac that will not connect to the base station, it will only connect to one of the remote express's. The iMac is next to the base satation. Other mac notebooks, iPhone or iPads all connect to the base station when they are near it. Only my iMac will not connect to it. Any suggestions as to why this is happening or steps I can take to fix this.

    Hello FoxFamilyVA
    Check out the first article below to go through some troubleshooting options to get your iMac to connect to your Time Capsule. I would go through and remove it from the list of known networks that you join and then add it back in. I would also recommend that you try and create a new Network Location to see if there is an issue with your current configuration.
    Wi-Fi: How to troubleshoot Wi-Fi connectivity
    http://support.apple.com/kb/HT4628
    Using network locations (Mac OS X v10.6 and later)
    http://support.apple.com/kb/HT5289
    Regards,
    -Norm G.

Maybe you are looking for