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 the user has unresolved questions, and toggling between systems to get ready to handle the next customer. Service pools 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.
On Service pool management tab, the number of agents in wrap-up are displayed per each service pool:
Opening a service pool displays also which users are in wrap-up:
User’s own wrap-up time is displayed below the call controls of Voice for Windows. A timer indicates how much time the user has before wrap-up time is ended automatically. User can wait for the timer to end or use Finish now button to end it when they are ready to take the next service call:
Notes:
User’s wrap-up time in one service pool prevents routing of calls to the user also from other service pools.
Direct calls are routed to the user regardless of wrap-up time status.