Wrap Up on email queue not preventing new engagements from being routed to users

Forum|Forum|9 months ago
April 15, 2025
4 replies
1 view

We have a voice queue and an email queue. When in the wrap up status for the email queue, agents are being fed new engagements. Is this how it is supposed to work? Is there a way to set it up so that they are not receiving new engagements until that wrap up time has ended? FYI-their status is not changing to show "Wrapping Up" either.

Agent & Supervisor Experience

J

JWieme

Newcomer

This same issue is happening to our team as well.

J

JWieme

Newcomer

This is happening to our team as well with 1 agent. She will be in a wrap-up status and gets a new engagement before she's completed the one she's wrapping up.

A

afeitAuthor

Explorer

I have an open ticket with zoom on this one and will be sure to update this when I hear back.

A

afeitAuthor

Explorer

This issue was the result of an "enhancement". on the 4/12/2025 update there was a change where "Agents will automatically revert to their previous status once an engagement ends, and the Occupied status does not persist during wrap-up periods." So it is not an issue and not something that can be fixed. I'll submit suggestions, but if anyone has a better way to handle not allowing reps to be fed another engagement until the wrap up/auot-close on an email engagement is completed, I would love to hear your solution.