Overview: Ending interactions
This article provides an overview of ending queue interactions in Edify App.
In this article
An interaction can be ended in multiple ways. You can manually move the interaction to completion. Or, your user can be configured with a few automations that tells the system to move the interaction to completion for you. This allows you to complete the interaction in a few less steps.
If you are unable to resolve an interaction yourself, you can return the interaction to the queue to be managed by another queue user. You can leave notes regarding the communication in either the dispositioning area of the customer details tab or leave a private message in the feed tab of the interaction for the next queue user to reference.
Return an unresolved interaction to the queue
Send the interaction back to the queue by closing the interaction tab or by marking the interaction as Close: Unresolved. This changes the interaction status from Connected to Open. The interaction stays in the queue until a queue user takes ownership of the interaction by accepting it or manually picking it up.
Close interaction tab
Close Interaction Tab: Click the close button on the tab of the interaction. It is in-line with the Home list menu. After you click close a modal appears with the options Close: Resolved or Close: Unresolved. To leave the interaction open and return the queue, click Close: Unresolved.
Close: Unresolved: Click Close: Unresolved for interactions that aren’t ready to be wrapped up and completed.
Close voice interactions automatically
Your user can be configured by your Edify admin to employ closing interaction automations. The closing automation is triggered by a hang up event during the interaction, when either you or the customer hangs up a phone call.
If your user is configured with a closing voice interactions automation, you don’t need to click Close: Resolved or Close: Unresolved to move the interaction from connected status to another status, either Wrap Up or Completed. It is done automatically.
Wrap Up: The automation to move interactions to Wrap Up status affects only phone call interactions and can be configured on a user by user basis by your Edify admin. This option automatically moves the interaction from Connected status to Wrap Up status once the interaction’s call session has been terminated, which can be initiated by either you or the customer.
Completed: The automation to move interactions to Completed status affects only phone call interactions and can be configured on a user by user basis by your Edify admin.This option automatically moves the interaction from Connected status to Completed status once the interaction’s call session has been terminated, which can be initiated by either you or the customer.
Move an interaction to wrap up status
Close: Resolved: Use the Close: Resolved button for interactions that don’t require any additional action. This moves the interaction’s status from Connected to Wrap Up.
You can see that the interaction has moved to Wrap Up status because the text color changes from green to yellow on the interaction tab. Also, the interaction’s status is displayed to anyone viewing the queue activity table in Home List or monitoring team members in Team View. This can include your supervisor and/or any coworkers who are also working within the same queue as you.
Close an interaction in Wrap Up status
If your user has been configured to automatically resolve phone call interactions, you may not need to execute any additional steps to complete the interaction.
Once an interaction moves from Connected status to Wrap Up status, the interaction is then ready for dispositioning and completing other work to prepare for the next customer. This means that you have either an unlimited amount of time to prepare for the next customer or a specific amount of time to prepare. This amount of time is based on the settings of the queue hosting the interaction. This is a custom length of time and can vary from queue to queue.
If there isn’t a set amount of time, then the interaction remains open until it’s manually closed.
However, if your queue has a set amount of time for dispositioning, then you'll see that a timer (Wrap Up Timer) automatically appears once the interaction is moved into wrap up status, and that timer counts down until it expires. Once the timer expires, Edify automatically closes the interaction for you.
Additionally, your queue can be configured to have a timer with a timer extender (Wrap Up Extend). In this scenario, you have access to extending the time available for preparing for the next interaction. There isn’t a limit to the number of times that you can extend the interaction’s wrap up time. But, be aware, that once the wrap up timer reaches 4 seconds or less, the extender disappears, and the interaction counts down until the timer expires.
No time limit
Wrap Up timer
Wrap Up timer + Wrap Up extend
No Time Limit: The no time limit option is where there isn’t a set time limit for dispositioning interactions in the queue. Manually complete the interaction to release it from the queue.
Wrap Up Timer: If the interaction only displays the wrap up timer button, then you have a set amount of time for completing post-interaction work for the interaction before Edify automatically closes it. When the timer expires, the interaction is moved to Completed status and removed from your screen.
Wrap Up Timer + Wrap Up Extend: If the interaction displays both the wrap up timer button and wrap up extend button, then your queue is configured with a specified time limit for completing post-interaction work with the opportunity to add extra time to the counter if needed. There is no limit to the number of times that you extend the timer. When the timer expires, the interaction is moved to Completed status and removed from your screen.