Voice
Number of Agents in Wrap Up State
Definition
The number of agents currently working on after-call work.
Calculation
When an agent changes to the After-Call Work state, Ivanti Voice increments the value of this statistic.
When an agent changes from the After-Call Work state to any other state, Ivanti Voice decrements the value of this statistic.
When an agent is removed from the configuration while in the After-Call Work state, Ivanti Voice decrements the value of this statistic.
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