In BeneCloud, call 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 they have unresolved questions, and toggling between systems to get ready to handle the next customer. Service pools queues can be configured by Benemen Enreach support to have wrap-up time enabled.
When service call is ended, wrap-up time is activated automatically by the system and new service calls are not allocated to the user during the time. Wrap-up stops automatically after the time runs out. It can also be stopped earlier by the user.
BeneVoice Voice for Android and iOS indicates user’s own wrap-up time after service call in Service pool mangement with a purple violet bottom bar:
For example, front page:
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The bottom bar has a timer indicating how much wrap-up time is left.
Clicking on the Show End now link on bottom bar takes finishes the user to Wrapwrap-up time view where the user can click Finish now button to end the wrap-up time when they are . This can be clicked if the user is ready to take the next service call :
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Service pool before wrap-up time ends automatically.
Service queue users who are currently in wrap-up time are indicated with red wrap-up icon and text:
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Please note:
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User’s wrap-up time in one service queue prevents routing of calls to the user also from other service queues.
Direct calls are not allocated during wrap-up to a work number.
Direct calls to the mobile number are allocated to user normally unless the mobile usage mode is in "Full work use". See more at: Advanced call settings