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How do the Delay Between Chats and Wrap-up Time settings work?

Environment:

Chat - Agent Console
Oracle B2C Service

Resolution:

The 'Delay Between Chats' setting controls the time between invitations.  In an example profile, if the delay is set to 30 seconds, an agent will receive one invitation and then 30 seconds later a second invitation, and so on.  This is helpful for when an agent first logs into chat.  If the queue is full, the agent will not receive multiple chat invitations all at one time.  There will be a 30 second delay between each invitation the agent receives, up to the Max Sessions value.   

For additional information, refer to the 'Add Chat permissions to a profile' section in the Online Help User Guide documentation.

Wrap-up mode is designed to allow the agent to complete any post-chat tasks such as creating an incident, adding the chat to an existing incident, or creating an opportunity from the chat. Wrap-up time is configurable and represents a guideline in which the agent should finish post-chat operations.

NOTE: Chat will not close automatically after the wrap-up timer expires. The wrap-up timer is only a guideline for the agent, and does not have any technical functionality. In order to release the session, the agent must manually click on the 'Terminate' button from the ribbon.

If an agent, whose profile is set to a Max Total Chats value of 3, has three active sessions, once one chat is terminated, that agent will then have one available session. Note that chats in wrap-up mode count towards one total session, but not one active session.

For additional information, refer to the 'Configure incident creation and editing for chat' section in the Online Help User Guide documentation.

In the above scenario, with one available session, and as long as at least 30 seconds have passed since the last invitation was received, the agent will then receive the next chat invitation.

To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.