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 Enreach support to have wrap-up time enabled.
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Voice for Android and iOS indicates user’s own wrap-up time after service call on Front page and in Service pool management with a violet bottom bar:
Front For example, front page:
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Service pool management - list of pools:
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The bottom bar has a timer indicating how much wrap-up time is left.
Clicking on the End now link on bottom bar finishes the wrap-up time. This can be clicked if the user is ready to take next service call before wrap-up time ends automatically.
Service pool queue users who are currently in wrap-up time are indicated with red wrap-up icon and text:
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Please note:
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