Adjust Call Wrap Up Time – Cisco CRS
Got an email earlier today about how to adjust (shorten) the call wrap up time on one of our queues in Cisco CRS. I thought this could be done using Desktop Administrator but I guess I was wrong, or at least I could not find where to do it there.
As far as I can tell it has to be done through the CRS Appadmin site. Log into the CRS Web Administration select SubSystems -> RmCm from the top menu. Select Contact Services Queue and then select the queue you want to modify and there it is. Set the Wrap Up Time to the number of seconds the agent is given to do any “wrap up” once the call disconnects.
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