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SAP BCM and SAP CRM Wrap up Time Configuration

Oct 20, 2016 at 07:00 AM

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Hi Experts,

We are on SAP Contact Center 7.0.9.0 and integrated SAP CRM 7.0.

Emails are handled via ERMS: Received in CRM and pushed to SAP CCtr queues for auto allocation.

We are having an issue with “Wrap-Up” time for emails. When you accept an email on SAP CRM, there is no Wrap Up time. However, when you handle emails on the CDT without SAP CRM, the user is given the defined wrap up time of 15 seconds.

We are not having any issues with Wrap up times on Phone Calls; users are given 15 seconds to wrap up on both SAP CCtr and SAP CRM.

Your assistance on this matter will be highly appreciated.

Below are screen shots of the configuration step I followed

Queue Management

Infrastructure Administrator Integration VU was configured as well.

https://archive.sap.com/image/973797


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1 Answer

David Vaughn Nov 02, 2016 at 07:51 PM
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We have the same issue. So back to the CDT voice call if you put your self in Ready even if the CDT is in WRAP, it will take you out of WRAP and send a new voice call. With email, when you press end in CRM when you have finished the email transaction it is like placing the CDT in the ready state in CDT so overrides the WRAP and its like WRAP never happens. If agent is not quite ready, it caused issues. They have to know when they press end, the next email will pop. I have checked with our team that manages the CEM IC application and they tell me that they can not put a delay in the IC app to keep the call from ending and placing CDT in ready. It seems to me that SAP will need to right a OII hotfix or CRM change to correct this. We are having to work around the issue with procedures for agents. If someone know the fix or a workaround, please reply.

Thanks

DV

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