--- title: "Post-Call Wrap-Up Time" slug: "post-call-wrap-up-time" description: "Set a post call wrap up time to give agents a breather inbetween calls. This ensures they will have time to write accurate notes!" tags: ["Post-Call wrap-up time", "dialpad call center", "ai contact center", "contact center settings", "Dialpad sell", "ai sales"] updated: 2025-07-08T01:05:21Z published: 2025-07-08T01:05:21Z --- > ## Documentation Index > Fetch the complete documentation index at: https://help.dialpad.com/llms.txt > Use this file to discover all available pages before exploring further. # Post-Call Wrap-Up Time Agents often need time to complete tasks after a call before handling the next one. Contact Center Admins can enable post-call wrap-up time to set how long agents have to finish notes or other tasks before receiving a new call. Times can be adjusted to suit the type of calls received or topics that are handled by agents. > [!NOTE] > Who can use this > > Post-call wrap-up time is available to [Dialpad Support](https://www.dialpad.com/products/cloud-contact-center/) and [Dialpad Sell](https://www.dialpad.com/products/sales-dialer/) 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: 1. Navigate to **Dialpad Admin Settings** >**Contact Centers**and select the desired Contact Center 2. Go to **Advanced Settings** > **Agent Settings** 3. Select **Include a post-call wrap-up time before agents can receive their next call**. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Enable Post Call Wrap Up(1).png) > [!NOTE] > Note > > The default post-call wrap-up time is set to 60 seconds. ## 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**:** 1. Navigate to **Dialpad Admin Settings** >**Contact Centers**and select the desired Contact Center 2. Go to **Advanced Settings**> **Agent Settings** 3. From the drop-down menu beneath the **Include a post-call wrap-up time before agents connect before their next call** option, select the desired amount of time between calls from the drop-down menu. 1. Wrap-up time can be as short as 10 seconds or all the way up to 20 minutes. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/Post Call Wrap Up Time Settings(1).png) ## 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 won’t receive any new calls until the wrap-up time runs out. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/post-call-wrap-up-time.png) Agents can manually select **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. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/wrap-up-status-change.png) 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](https://help.dialpad.com/v1/docs/working-as-a-contact-center-agent) to learn more about working as a Contact Center agent. > [!NOTE] > Note > > Inbound calls that didn't connect, (unanswered calls) do not prompt a wrap-up time. ## Frequently asked questions ### What happens if an agent changes their availability status during a call? If an agent switches to an off-duty status during a call, their status will automatically update once the call ends. This prevents them from receiving new calls after your wrap-up period—perfect for when they’re about to finish a shift or head on break. While on a call, agents will see a notification confirming the status they'll transition to once the call ends. An asterisk will also appear next to their active Contact Center state. Clicking on it will display a checkmark next to the status they’ll move into after the wrap-up period ends. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/wrap-up-status-change(2).png) Contact Center Supervisors and Admins can also see the agent’s upcoming status in the Agents section of the Monitor Voice and Contact Center inbox pages. ![](https://cdn.us.document360.io/0f28ad44-2863-4372-a27e-c6728808d742/Images/Documentation/agent-cc-status.png) ## Related - [Working as a Contact Center Supervisor](/working-as-a-contact-center-supervisor.md) - [Working as a Contact Center Agent](/working-as-a-contact-center-agent.md) - [Create a Contact Center](/create-a-contact-center.md)