OneCloud: Wrap up Time for Call Center Agents

OneCloud: Wrap up Time for Call Center Agents

Note: To edit the wrap-up time for a call center agent, you must be a Call Center Supervisor or Office Admin. 

When a call center agent finishes a call from the queue, they could use the time to finish typing up notes, do any reporting, or reset their tools to prep for the next incoming call. Managers can add a “Wrap-Up Time” at the end of each call that will prevent agents from being presented another call until the Wrap-Up Time is completed.

Wrap Up Timers are edited per agent and per queue. This means agents in the same queue can have different wrap-up timers. The same agent can have different wrap-up timers based on the queue as well.

To edit the Wrap Up Time for an agent:

1. Click on Call Center in the top navigation area.

2. Click on the Edit Agents icon next to the queue your agent is in.

3. Click the Edit Agent icon next to the agent you wish to edit the wrap-up timer for.

4. Move the wrap-up time timer bar. 
Note: The time is in seconds. 

5. Press Save Agent.

    • Related Articles

    • Custom Call Center Agent Status

      Call Center Supervisors can add custom agent statuses. Pre-defined statuses are broad descriptions such as "lunch", "break", and "available". By using a custom status, the Supervisor has increased granularity on call center reports. Note that custom ...
    • OneCloud: Analytics Wallboard Guide

      Welcome to the call center analytics user guide. This article has been designed to help familiarize you with the basic layout, as well as guide you through creating an analytics board and some advanced features. Accessing the Analytics Board Note: To ...
    • OneCloud: Call Center Reporting - Reports

      The OneCloud portal can generate custom reports about call queues. These reports provide a graphical overview of call center statistics over a given period of time. The reports can cover the entire call center, queues, or individual agents. This ...
    • OneCloud: Call Center Reporting - Stats Grid

      Note: This guide is intended for Call Center Supervisors, Office Managers, and Resellers. Basic users will not be able to view the stats grid. Access the Stats Grid directly from the OneCloud Portal homepage, click the Call Center icon from the top ...
    • OneCloud: Call Center Reporting - Email Reports

      Introduced in v39, call center report emails to give call center supervisors or office managers (with call center functionality enabled) the ability to request emails in a variety of formats and time windows. The emails themselves are brandable and ...