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.