wait time between changing state

[prasa7]

how can i get agents not to receive calls in queue within 10 sec of chagrining its state.

for example one of the agent goes on break . then returns from break and now the agent needs to go in wrap up.

however as soon as the break is switched off queue calls starts flowing to the agent.we need to have some sort of time space in between switching off the break and taking another call

[kalpanaautade]

If agent don't want call immediately after Off Break then Before going On break agent signed off from groups , once he off break call not get immediately till agent not signed on to group again.

[mnorst]

Originally Posted by prasa7

how can i get agents not to receive calls in queue within 10 sec of chagrining its state.

for example one of the agent goes on break . then returns from break and now the agent needs to go in wrap up.

however as soon as the break is switched off queue calls starts flowing to the agent.we need to have some sort of time space in between switching off the break and taking another call

Not being able to switch between Break Codes (or Wrap in your case) without going Available is something I discovered early on and after some back and forth was told to put in a GRIP request for the software change. My group asking for the change eventually dropped the request (I guess they learned to deal with it) so I never followed up with the GRIP. You might want to pursue that avenue.