2.2.5 Wrap-up time
As an administrator, you can set the mode in which a user is displayed his wrap-up time, the so-called wrap-up time, see Wrap-up time or Wrap-up time.
The following modes can be accessed:
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Mode
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Description
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(Disabled)
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To disable the function, set the wrap-up time to 0 seconds in the queue settings. See Wrap-up time for users.
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Not visible
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No wrap-up time is displayed to the user in the client. The waiting time set for queues is still active.
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Visible,
not adjustable |
The user's wrap-up time is displayed in real-time in the client. The user cannot adjust the wrap-up time.   |
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Visible, adjustable
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The user's wrap-up time is displayed in real-time in the client. The user has options to stop or extend the wrap-up time.   |
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Visible, automatic infinite
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The wrap-up time remains active until the user clicks the Stop button in their client.
You can define the function for users and queues. If the unlimited wrap-up time has been set for the user or queue, it is given priority over other modes. The user's client permanently displays the wrap-up time as “active” until the user stops it manually.
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Behaviour of the wrap-up time with activated call categorization
If you have activated the function “Call categorization”, see 2.2.17 Categorization of calls, note the following effects on the wrap-up time:
The configured wrap-up time starts automatically as soon as a call is ended. The timer is also displayed in the call categorisation window.If a user categorises a call before the wrap-up time has elapsed, the wrap-up time continues as normal. The user then has exactly the configured wrap-up time available.If a user does not categorise a call before the wrap-up time expires, the wrap-up time is extended until the call is categorised. The user then has additional time to categorise the call.