Timed Wrap Up Feature

This release introduces a new feature that allows administrators to configure a profile option to control when a service representative’s capacity is released after a chat or a phone call ends.

When the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option is set to a value greater than zero, a countdown timer appears in the wrap-up popup once the chat is ended—either by the service rep or the end user. The service rep's chat capacity will be released automatically when the timer expires.

Chat Transfer and Conference Wrap-Up Scenarios

  • Chat Transfers
    • Transfer to queue
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option is not enabled, the wrap-up will be displayed when a chat is transferred to the queue. The chat capacity is released immediately when the chat ends.
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT PO is enabled when a chat is transferred to a queue, the wrap-up screen will appear along with a countdown timer. The service rep's chat capacity will be automatically released once the timer expires.
    • Transfer to service representative
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option is not enabled, when a chat is transferred to another service rep, the wrap-up screen will appear for the initial service rep. The initial service rep's chat capacity is released immediately once the new rep accepts the chat.
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT PO is enabled when a chat is transferred to another service rep, the initial service rep's wrap-up screen and countdown timer will appear. The initial service rep's chat capacity will be automatically released when the timer expires.
  • Chat Conference
    • Lead service rep ends the chat
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option is not enabled, the wrap-up will be displayed for all service rep chat participants when a chat ends. The chat capacity is released immediately when the chat ends.
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT PO is enabled when a conference chat ends, all participating service reps will see the wrap-up screen with the countdown timer. The service rep's chat capacity will be automatically released when the timer expires.
    • Conferee leaves the chat
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option is not enabled, the wrap-up screen will appear when an service rep leaves a chat. The chat capacity is released immediately when the service rep leaves the chat.
      • If the ORA_SVC_MCA_WRAP_UP_TIMEOUT PO is enabled, the wrap-up screen with a countdown timer will appear when a service rep leaves a chat conference. The service rep's chat capacity will be automatically released when the timer expires.

The new chat wrap-up timer helps streamline operations, improve service rep productivity, and deliver a better overall customer experience—all contributing to improved business performance.

Steps to Enable

To release chat capacity for service resources at the end of a wrap-up timer, you need to configure the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option. This is done by and administrator following these steps:

  • Navigate to the Setup and Maintenance
  • Select the Service Offering
  • Select Communication Channels from the Functional Area list
  • In the Task list, select All Tasks from the Show list box
  • Select Manage MCA Profile Options
  • Select the ORA_SVC_MCA_WRAP_UP_TIMEOUT profile option
  • Update the Site Profile Value to a number greater than 0 (zero) to specify the number of seconds before the wrap-up timer expires and chat capacity is released.

Tips And Considerations

  • A default value of 0 will release chat capacity at the end of a chat.
  • If you want to provide a timed wrap-up to release capacity, it is recommended to end a value in the range of 5 to 300 seconds.

Key Resources

See the Chat With a Customer section of the Using Service Center in the Redwood User Experience guide

Also, see Implement Web Chat section in the Overview of Web Chat for Service guide.

Access Requirements

An Administrator will need the appropriate privileges to:

  • Update Fusion Setup Manager (FSM) profile options