Post-Call Wrap-Up Time

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

1. Select Ai Contact Centers 
2. Select the desired Contact Center
3. Select Advanced Settings 
4. Select Agent Settings
5. Select Include a post-call wrap-up time before agents can receive their next call
6. 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 Admin Settings from Dialpad.com

1. Select Ai Contact Centers
2. Select the desired Contact Center
3. Click Advanced Settings
4. Navigate to Agent Settings
5. 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 10 seconds, or all 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. However, 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 Contact Center settings.

Review this Help Center article to learn more about working as a Contact Center Agent.