Post-Call Wrap-Up Time

Agents may need a moment between calls. With post-call wrap-up time, Admins in a Call 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.

Enable Post-Call Wrap-Up Time

From Dialpad.com, navigate to Admin Settings > Call Centers > Advanced Settings > Agent Settings.

Select Include a Post-Call Wrap-Up Time Before Agents Can Receive Their Next Call, then determine the amount of time.

Post-call wrap-up time is able to be 10 seconds, 20 seconds, 30 seconds, 45 seconds, 60 seconds, 90 seconds, 2 minutes, 3 minutes, 4 minutes, 5 minutes, 6 minutes, 7 minutes, 8 minutes, 9 minutes, 10 minutes, and 15 minutes.

Agents will then see a banner at the top of the Dialpad app after every call. Either the timer will run out and make Agent available again, or the Agent can select End Wrap-Up Time manually.

Post-call wrap-up time applies to both inbound and outbound calls while Agents are available. If an Agent is off duty, they will not receive an inbound call regardless and post-call wrap-up time will not activate for an outbound call.

Please review this Help Center article to learn more about working as an Agent in a Call Center.