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the allowed time then you can click either (if allowed) “Make Available” or
“Make UnAvailable” to leave the wrap-up state.
Automatic Wrapup
If Amanda connects calls to agents through a direct line (as on an MSI
card), or through a “hairpin” transfer, then Amanda knows when the
agent hangs up, and the agent will automatically be moved into the
Wrap-up state (which may immediately transition to the Available or
Unavailable state, if the agent’s wrap-up time setting is zero or wrap-up
is not allowed for this queue, or wrapup comments are not enabled). In
such “auto-wrap-up” situations, the agent cannot press the “Make
Available” or “Make Unavailable” buttons while on a call, or “Make
Available” while in Wrap-up. Instead, the agent must hang up the phone,
and Amanda will automatically change the agent’s state.
The reason for this is that the agent may hang up, go into wrap-up,
actually be ready for another call, and press Available; at about the same
time that Amanda is automatically making the agent available. This can
then result in receiving two calls, one of which of course will fail and be
counted as a dropped call for the agent.
Wrapup Comments
Wrapup comments can be enabled so that agents can enter notes about
whom they spoke to and what the call was about. These comments can
later be used when running reports.
Figure 15: Example Wrapup Comments Dialog
If desired, agents can enable wrapup comments on a per agent basis. The
system administrator can create a pre-entered list of codes for an agent
to select from (see QCodes) to make wrapping up calls faster. The pre-
entered queue codes allow for a more consistent and quicker wrapup.
Wrapup comments can be used later for reports.
