We want agents to automatically exit wrap-up after 30 seconds instead of manually clicking ‘Complete’.
Some agents sit in ACW for 5+ minutes, which inflates handle time and reduces queue availability. Is there a way to force a wrap-up timeout?
Configure the ACW timeout at the queue level.
Go to Admin > Contact Center > Queues > your queue > After Call Work. Set ‘ACW Timeout’ to 30 seconds. After 30 seconds, the agent is automatically set to Available. The agent can still complete their notes - they just become routable again.