Problem Statement

Today, agents must close the call and its associated session separately. While this design supports after-call work and other post-conversation activities, it also introduces unnecessary manual effort and relies heavily on agent discipline.

In busy contact center environments, agents may close the call but forget to close the session tab. When this happens, the session remains active and session-based metrics continue accumulating time even though the interaction has already ended. This can lead to inflated operational metrics such as Average Handle Time (AHT), TMO, and other session-duration KPIs, making reporting less accurate and creating additional administrative overhead.

Proposed Enhancement

Provide a configurable administrator setting that allows organizations to automatically close the associated session when a call is closed.

Key considerations:

• Enable or disable the behavior based on business requirements.
• Optionally allow required wrap-up or after-call work to be completed before the session automatically closes.
• Preserve the current experience as the default behavior for organizations that depend on manual session management.
• Consider delivering the capability as a feature flag/configuration option rather than a mandatory product change.

Business Value

This enhancement would:

• Reduce manual steps for agents.
• Improve overall agent productivity.
• Minimize human error caused by forgotten session closures.
• Improve the accuracy of operational metrics and reporting.
• Give administrators flexibility to choose the behavior that best aligns with their business processes.
• Balance the need for after-call work with the need for accurate KPI tracking.

Why This Matters

The current design is a trade-off:

• Manual session closure helps preserve after-call work scenarios.
• Forgotten open sessions can negatively impact reporting and performance metrics.

Rather than forcing a single behavior for all customers, a configurable "Auto Close Session on Call Close" capability would allow each organization to select the approach that best fits its operational model. This flexibility would help contact centers maintain both agent efficiency and reporting accuracy.