In BeneCloud, 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 can be configured by Benemen 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 for Android and iOS indicates user’s own wrap-up time after service call in Service pool mangement with a purple bottom bar:
The bottom bar has a timer indicating how much wrap-up time is left.
Clicking on the Show link on bottom bar takes the user to Wrap-up time view where the user can click Finish now button to end the wrap-up time when they are ready to take the next service call:
Service pool users who are currently in wrap-up time are indicated with red wrap-up icon and text:
