- 02 May 2024
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Post-Call Wrap-Up Time
- Updated on 02 May 2024
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Post call wrap up time is a feature in Dialpad's Contact Center that allows agents to have a break between calls. The company admin needs to enable this feature in the admin settings. The amount of time between calls can be customized and changed at any time. Once a call is finished, agents will see a banner at the top of the Dialpad app and will not receive new calls until the wrap up time runs out. Agents can manually end the wrap up time or wait for the timer to run out. Making an outbound call using the Contact Center number will automatically end the wrap up timer, but using a direct line will continue the timer. It is important for agents to review additional resources to learn more about working as a Contact Center agent.
Let's take a look at post-call wrap-up time in Dialpad.
*Our discontinued 'Ai Voice with Contact Center Add-On' license also supports this feature but is limited to existing customers.
Enable post-call wrap-up time
Before you can use the post-call wrap-up time feature, it must be enabled by the Company Admin.
From Dialpad.com, navigate to your Admin Settings:
- Select Ai Contact Centers
- Select the desired Contact Center
- Click Advanced Settings
- Click Agent Settings
- Select Include a Post-Call Wrap-Up Time Before Agents Can Receive Their Next Call
- Select the desired amount of time between calls
Wrap-up time settings
Post-call wrap-up times are completely customizable and can be changed at any time.
To edit your wrap-up time, head to your Admin Settings from Dialpad.com
- Select Ai Contact Centers
- Select the desired Contact Center
- Click Advanced Settings
- Navigate to Agent Settings
- Under the Post-Call Wrap-up feature (that's the 'Include a post-call wrap-up time before agents connect before their next call' checkbox) click the drop-down menu and select the desired amount of time between calls
Wrap-up time can be as 10 seconds, or all way up to 20 minutes.
Use post-call wrap-up time
Post-call wrap-up time applies to both inbound and outbound calls, while Agents are available.
Once the call has finished, Agents will see a banner at the top of the Dialpad app and they will not receive any new calls until the wrap-up time runs out.
Agents can manually select the End wrap-up time or wait until the timer runs out, which will make the agent available again. They can also change their Contact Center status to Available to end the wrap-up time.
If an agent makes an outbound call using the Contact Center number while in Wrap-up, it will automatically end the wrap-up timer. However, if an Agent uses their direct line to make an outbound call, the wrap-up timer will continue and the Agent will get the full wrap-up time applied in the Contact Center settings.
Be sure to review this Help Center article to learn more about working as a Contact Center Agent.