Let's take a look at post-call wrap-up time in Dialpad.
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.
From Dialpad.com, navigate to your Admin Settings.
- Select Call Centers
- Select the desired Call Center
- Click Advanced Settings
- Click Agent Settings
- Select Include a Post-Call Wrap-Up Time Before Agents Can Receive Their Next Call
- Select then the desired amount of time between calls
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.
Wrap up time options
When to use post-call wrap up time
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.
Be sure to review this Help Center article to learn more about working as a Call Center Agent.