Service pools can be configured by Enreach support to have wrap-up time enabled.
In EnreachCloud, 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.
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.
Voice for Browser indicates wrap-up time after service call with a Wrap-up time bottom bar:
The bottom bar has a timer indicating how much wrap-up time is left. Clicking on the 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:
Please note:
User’s wrap-up time in one service pool prevents routing of calls to the user also from other service pools.
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 is in "Full work use". See Voice Center settings for more: Call handling