- 03 Sep 2023
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Post-Call Wrap-Up Time
- Updated on 03 Sep 2023
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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 also manually end the wrap-up time by clicking End wrap-up time Either the timer will run out and make Agent available again, or the Agent can select End Wrap-Up Time manually.
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.