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Wondering, sometime a call get's stuck in wrap up. This obviously causes issues when it happens. Does a supervisor have a way to go in and close calls that may be stuck in wrap up (or if an agent happens to go on vacation with a call in warp up and we don't want to screw up the metrics?)
Go to Customer Service Admin center-> On the left pane find Operations-> Insights-> Ongoing conversation insights-> Click on manage-> Enable Force close in that setting. If you have supervisor security role, you can go to Customer service workspace and click on the ongoing conversation tab and click on each conversation that has been stuck in wrap up and force close it after investigating why its still open.
Thanks @shawn, I thought it went without saying but we're using dynamics omnichannel, voice channel. I'm looking for specifically HOW to go about closing a conversation in wrap up.
Yes, a supervisor typically has the ability to intervene and close a call that is stuck in a wrap-up. This can be done through the call center software or CRM system that the team is using. However, it's important to have a clear protocol in place for when and how to intervene in such cases. For example, if an agent goes on vacation with a call in wrap-up, the supervisor may need to review the call recording and gather any necessary information before closing the call. Additionally, it's important to ensure that any interventions are properly documented to maintain accurate metrics and data.
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André Arnaud de Cal...
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