Implement timed wrap up

To set up timed wrap up for chat and calls you just need to set the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option.

Here's a few scenarios where timed wrap up is used:

Chat Transfers

Transferring to a queue:

• If timed wrap up is disabled, the Wrap Up is displayed when a chat is transferred to the queue, and the chat capacity is released immediately when the chat ends.
• If timed wrap up is enabled when a chat is transferred to a queue, the Wrap Up screen appears along with a countdown timer. The service representative's chat capacity is automatically released once the timer expires.

Transferring to service representative:

• If timed wrap up is disabled when a chat is transferred to another service representative, the Wrap Up screen appears for the initial service representative. The initial service representative's chat capacity is released immediately once the new representative accepts the chat.
• If timed wrap up is enabled when a chat is transferred to another service representative, the initial service representative's Wrap Up screen and countdown timer appear. The initial service representative's chat capacity is automatically released when the timer expires.

Chat Conferences

Lead service representative ends the chat:

• If timed wrap up is disabled, the Wrap Up is displayed for all service representative chat participants when a chat ends. The chat capacity is released immediately when the chat ends.
• If timed wrap up is enabled when a conference chat ends, all participating service representatives see the Wrap Up screen with the countdown timer. The service representative's chat capacity is automatically released when the timer expires.

Conferee leaves the chat:

• If timed wrap up is disabled, the Wrap Up screen appears when a service representative leaves a chat. Chat capacity is released immediately when the service representative leaves the chat.
• If timed wrap up is enabled, the Wrap Up screen with a countdown timer appear when a service representative leaves a chat conference. The service representative's chat capacity is automatically released when the timer expires.

Here's how you enable the profile option:

1. In Setup and Maintenance, click and search and select Manage MCA Profile Options.
2. Select ORA_SVC_MCA_WRAP_UP_TIMEOUT, and update the Site profile value to a number greater than zero (0).

   The number you choose specifies the number of seconds before the Wrap Up timer expires and chat capacity is released.