Post-Call Wrap-Up Time
    • 21 May 2024
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    Post-Call Wrap-Up Time

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    Article summary

    Agents may need a moment (or two!) between calls — that's where wrap-up time comes in. With post-call wrap-up time, Admins in a Contact Center can determine how much time Agents have after a call before they can receive a new call.

    Let's take a look at post-call wrap-up time in Dialpad.

    Who can use this feature
    Post-call wrap-up time is available to Ai Contact Center and Ai Sales customers.

    *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:

    1. Select Ai Contact Centers 
    2. Select the desired Contact Center
    3. Click Advanced Settings 
    4. Click Agent Settings
    5. Select Include a Post-Call Wrap-Up Time Before Agents Can Receive Their Next Call
    6. 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

    1. Select Ai Contact Centers
    2. Select the desired Contact Center
    3. Click Advanced Settings
    4. Navigate to Agent Settings
    5. 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.

    Note: 
    Calls that didn't connect, (unanswered calls) do not prompt a wrap-up time.




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