How to Activate and Utilise Wrap-Up Time

Module: Agent Application

Let's explore everything about the Wrap-Up-Time feature in the VoiceStack agent application.

How to Enable Wrap-Up Time

To enable the Wrap-Up Time feature:

• Navigate to Configuration > Calls > Agent.
• Click Configure.
• Enter the Wrap-Up Time duration for the specific agent in the VoiceStack Admin App. 
  • For more information, check out Setting Up Agents in the Admin Dashboard.

How to Use Wrap-Up Time

1. When an inbound call is received, click Answer. Once connected, agent status will automatically change to Busy while the call is in progress.

2. After the call ends, the wrap-up timer starts automatically, and the agent status changes to Away. The wrap-up duration is configured by the administrator for each agent.

3. Click End Wrap-Up Time to manually exit wrap-up mode and return to Available status if you become available before the wrap-up timer expires.

4. After clicking End Wrap-Up Time, the agent status changes to Available, allowing calls and notifications to be received. An Ended Wrap-Up Time confirmation message is displayed.

Support

Need further help? Contact [e-mail] or call [phone].