After a conversation has ended, there is a Wrap-up time period of 30 seconds before the next conversation is offered. This ensures that the agent has time to resolve the case and write a wrap-up note about the conversation. You can extend the Wrap-up time period by 1 minute or end it immediately.

Wrap-up time period can be between 5 and 300 seconds.

When you give the conversation an internal note - you automatically exit Wrap-up time period.

When an agent is in Wrap-up time period a clock is displayed next to the agent's name. There is no Wrap-up time period for outbound and internal calls.

Extend or End Wrap-up time period. 2-wLg.png

Rachel is in Wrap-up time period as indicated by the clock symbol.