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Processing times and wrap up time
Wrap-up times
Enable processing times in lynes Contact Center. Reduce stress, improve case quality, and give agents time to complete each client contact.
Enable processing times in lynes Contact Center. Reduce stress, improve case quality, and give agents time to complete each client contact.
Processing times and wrap up time — more efficient case management in the Contact Center
In the lightning response groups and Kontaktzentrum you can easily activate processing time (also called wrap up time) after a closed call. This gives agents the time they need to document the case, add tags, create follow-ups, or write internal comments — without triggering a new call right away.
The result is less stress, higher quality in case management and a more professional customer experience.
Why use processing time?
- Reduces stress for agents — time to close the case before the next call
- Improves case quality — fewer mistakes and more complete documentation
- Flexible configuration — choose when to activate the processing time
- Better working environment — agents are allowed to work methodically and without unnecessary pressure
- Integration with CRM — easier to update customer data immediately after the call
How processing time works in lynes
When processing time is enabled, the agent receives a predetermined time slot after a closed call, a denied call, or a missed call. During that time, the agent is unavailable for new calls and can focus entirely on completing the case.
You choose for yourself:
- How long the processing time should be
- Which response groups should it apply to
- In what situations should it be activated
This makes it easy to tailor settings to your support organization and routines.
Examples of uses
- Customer Support — document the customer's case in CRM immediately after the call
- Technical Support — create follow-ups or send instructions before the next contact
- Sales — update customer data and add the next point of contact
- Quality Assurance — tag and categorize cases for future analysis
Features
1. Configurable post-processing time
Choose exactly how long the processing time should be and when to activate it.
2. Better workflow
Allows agents to complete each case properly and work more methodically.
3. Flexible application
Use after completed, denied or missed calls — depending on your process.
4. Smooth activation in lightning
Activated with just a few clicks directly in the platform and can be customized per response group.
Frequently asked questions and answers
Here we have collected the most frequently asked questions about Lynes' features, pricing and support. Can't find the answer to your question? Do not hesitate to contact our customer service and we will be happy to help you further!
Por cura, seleccionar entre varios operadores connectivas.
We did! And we are super proud of it. We control the product from start to end.
We store it in Sweden, with all the necessary encryptions.
It works just as well on Windows, macOS, Linux, iOS & Android!
Our app works with several operators in Sweden. Choose and combine amongst our own subscriptions, Telia, Tele2, Tre and Telenor.
This is the amount of time an agent is given after a call to complete the case before the next call is connected.
Yes, the processing time can be configured per response group so that each team gets the correct timeframe.
No, you can choose to use processing time even for denied or missed calls.
Not at all — it only takes a few clicks to set up and applies instantly.
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Contact Us
Collaboration tool or a phone system? Lynes is both.
Lynes is not just a great collaboration tool for your business. Or a awesome phone system. Lynes are both. It allows you to hold video meetings, receive calls, chat with colleagues and customers and share documents - all in the same workflow.
A selection of our customers
Interested? Talk with us today.
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