You can end a call manually by hanging up. If the customer you're talking to hangs up first, Talk automatically ends the call.
- ClickHang upin the call console. If you've redirected the call to your phone you can end the call by hanging up.
With the call ended and the ticket still open, you're considered to be in wrap-up and unavailable to take more calls. This gives you time to complete annotating and setting the ticket properties before moving on to the next call. When you are ready to go back into the pool of available agents, you can make yourself available.
- In the call console, clickAvailable to take new calls.
If you do not see this option, then your administrator has disabled agent wrap-up. This means you are immediately available for another call when you finish a call. For details, seeEnabling Talk and configuring general settingsor, if you use Team, Professional, or Enterprise Talk, seeManaging Talk line settings.
3 Comments
How do my agents who have forwarded calls to phone make themselves available for another call?
We have wrap up time engaged, but those on cellphones cannot end wrap-up time while on the go.
HiRASMUS, this isn't exactly the answer you're looking for, but you can configure wrap-up for individual Talk numbers. You could have a number with no wrap-up configured that on-the-go agents can use (this would involve you having two numbers though, one with wrap-up, and one without). Seehttps://support.zendesk.com/hc/en-us/articles/115015626027
@...
Thank you for getting back. But we are only 4 agents. I think turning off wrap up time is my best option for now.
Pleasesign into leave a comment.