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. Got Advanced Settings > Agent Settings and select Include a post-call wrap-up time before agents can receive their next call.

   

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.

      

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.

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.

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.