Auto Wrapup Issues - Causing automatic un-pause.
Hi All,
We've recently enabled Auto Wrapup plugin. Everything seemed fine initially, however we quickly started noticing agents pause status automatically unpausing/changing.
Is this a known issue?
Agent will go on lunch - set pause to lunch. Some moments later there is a computed unpause.
Any ideas? @admin
We've recently enabled Auto Wrapup plugin. Everything seemed fine initially, however we quickly started noticing agents pause status automatically unpausing/changing.
Is this a known issue?
Agent will go on lunch - set pause to lunch. Some moments later there is a computed unpause.
Any ideas? @admin
Comments
If some agent pauses himself, then they should not get any AGENTCOMPLETE events as they won't be receiving queue calls until unpaused.
If some agent pauses WHILE being on a call, then it will get unpaused when he finishes the call, as the wrapup plugin will set to pause and unpause afterwards after that AGENTCOMPLETE event.
Best regards,
A lot of people will put themselves on lunch but come back to an "available" phone. I would understand what you are saying, however it doesn't happen after the designated 60 seconds wrap up time, it waits 5-6 minutes before unpausing the agent.
I will monitor these today and report back.
Today I sat with Henry in our support team and select Break as the pause option. After seconds, it automatically un-paused.. We then had to repause ourselves.
See attached screenshot.
What could be causing this?
http://support.asternic.biz/?/selfhelp/view-article/how-to-debug-fop2/10