- 12 Nov 2024
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Post-Call Wrap-Up Time
- Updated on 12 Nov 2024
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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.
To enable the post-call wrap-up time for your Contact Center, navigate to your Dialpad Admin Portal.
- Select Ai Contact Centers
- Select the desired Contact Center
- Select Advanced Settings
- Select Agent Settings
- Select Include a post-call wrap-up time before agents can receive their next call
- Select the desired amount of time between calls
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, head to your Dialpad Admin Portal.
- Select Ai Contact Centers
- Select the desired Contact Center
- Select Advanced Settings
- Navigate to Agent Settings
- Under Include a post-call wrap-up time before agents connect before their next call
- Select the desired amount of time between calls
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 will not receive any new calls until the wrap-up time runs out.
Agents can manually select the 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.