Call wrap-up occurs after a service call. It is the amount of time the user spends doing follow-up tasks in order to complete a customer interaction. These include activities like adding notes into a CRM, speaking with a manager if the user has unresolved questions, and toggling between systems to get ready to handle the next customer. Service pools can be configured by Benemen Enreach support to have wrap-up time enabled.
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User’s own wrap-up time is displayed below the call controls of BeneVoice Voice for Windows. A timer indicates how much time the user has before wrap-up time is ended automatically. User can wait for the timer to end or use Finish now button to end it when they are ready to take the next service call:
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