Wrap-up time, Android and iOS

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 queues can be configured by 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.

Voice for Android and iOS indicates user’s own wrap-up time with a 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 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 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: https://benemen.atlassian.net/wiki/spaces/PD/pages/2419130446