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

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From Dialpad.com, navigate to Admin Settings Call CentersAdvanced Settings Agent Settings.

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

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Agents will then see a banner at the top of the Dialpad app after every successful 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.

If an agent makes an outbound call using the Call Center DID while in Wrap-up, it will end the wrap-up timer regardless of where it is in the count down. 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 Call Center settings.

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

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