Notifications
Announcements
No record found.
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?)
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.
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.
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.
Under review
Thank you for your reply! To ensure a great experience for everyone, your content is awaiting approval by our Community Managers. Please check back later.
As AI tools become more common, we’re introducing a Responsible AI Use…
We are honored to recognize Neeraj Kumar as our Community Spotlight honoree for…
These are the community rock stars!
Stay up to date on forum activity by subscribing.
Tom_Gioielli 55 Super User 2025 Season 2
Daniyal Khaleel 27 Most Valuable Professional
Soundari 15
