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.
Who can use this
You must be a Company Admin, Supervisor, or agent to use the Post-Call Wrap-Up Time feature. Refer to our Pricing Page to see if you have access to this feature. If you have any questions about your plan, reach out to your Customer Success Manager or Dialpad Customer Care.
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:
Navigate to Dialpad Admin Settings > Contact Centers and select the desired Contact Center
Go to Advanced Settings > Agent Settings
-
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:
Navigate to Dialpad Admin Settings > Contact Centers and select the desired Contact Center
Go to Advanced Settings > Agent Settings
-
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.
-
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.
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.
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.
Comments
Article is closed for comments.