Post-Call Wrap-Up Time
    • 11 Oct 2024
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    Post-Call Wrap-Up Time

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    Article summary

    Agents in a Contact Center can have post call wrap up time between calls to complete tasks. This feature needs to be enabled by the Company Admin in Dialpad. The wrap up time can be customized and ranges from 10 seconds to 20 minutes. After a call, agents will not receive new calls until the wrap up time ends. Agents can manually end the wrap up time or change their status to Available. Outbound calls made using the Contact Center number will end the wrap up time, while using a direct line will continue the timer. This feature helps agents manage their workload effectively.

    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.

    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.

    To enable the post-call wrap-up time for your Contact Center, navigate to your Dialpad Admin Portal.

    1. Select Ai Contact Centers 
    2. Select the desired Contact Center
    3. Select Advanced Settings 
    4. Select 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 Dialpad Admin Portal.

    1. Select Ai Contact Centers
    2. Select the desired Contact Center
    3. Select Advanced Settings
    4. Navigate to Agent Settings
    5. Under Include a post-call wrap-up time before agents connect before their next call 
    6. Select the desired amount of time between calls

    Wrap-up time can be as short as 10 seconds, or all the 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, making 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. Similarly, if an agent answers an inbound call on their direct line, the wrap-up time will end, and their status will be switch to busy.

    Review this Help Center article to learn more about working as a Contact Center agent.

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




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