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Wrap up is different on the on Agent Interactions Summary and Agent Status Time on Status reports

Question 

Why is Wrap up different between Agent Interactions Summary and Agent Status Time on Status reports?

Applies To

  • Analytics for Contact Center
    • Agent Interactions Summary
    • Agent Status Time on Status

Answer

The metrics are computed in a different way on the reports:

  • Wrap Up Time on Agent Interactions Summary: represents the total time wrapping up interactions (from the moment an accepted interaction is terminated until it is wrapped up/post-processed). 
  • Wrap Up Time on Agent Status Time on Status: represents the time spent in the Wrap-Up state. That's it, the metrics on this report represent the time spent by the agent in a certain status and the sum of the time spent in all individual statuses should add up to the total Login Time. In {cc} the agent has a general status: Available, OnBreak, WorkingOffline, Busy, PostProcessing. The Wrap Up Time metric from this report represents the time spent by the agent in the Wrap-Up state (or Post Processing state).

Please keep in mind that while being in the Handling state (Busy) an agent could be processing multiple interactions at the same time and be in a different stage of processing for each of them (in offering, handling or wrap-up on that particular interaction). Such cases are possible while having multiple Chat interactions processed at the same time or doing some additional outbound calls on the second line. 

So in a simple case with a single interaction being processed by the agent, the Wrap Up Time on Agent Status Time on Status (the time spent in Wrap Up state) should be equal to the Wrap Up Time in the Agent Interactions Summary (wrap up time on that single interaction).

In a more complicated case with multiple interactions being processed at the same time, the Wrap Up Time on Agent Interactions Summary (that is computed based on the individual wrap-up on each interaction) could have a larger value than the Wrap Up Time metric on Agent Status Time on Status (that represents the Post Processing status in Agent Console). That is because in some cases while being in the same Handling state, the agent can take care of multiple individual interactions and handle them at the same time. 

For example, as an agent, you could be in the Handling state (or Busy status in Agent Console) and handling one interaction with the customer on the first line while having an additional interaction in wrap-up (or post-processing) on the second line. In this case:

  • the agent state is still Handling, so the Handling time on Agent Status Time on Status report is incremented
  • on the Agent Interactions Summary (which has metrics computed based on the individual handling or wrap-up on each interaction) the Handling Time metric is incremented to account for the handling of the interaction on the first line and the Wrap Up Time metric is incremented to account for the interaction on the second line.
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