What is wrap-up time?
Wrap-up time, sometimes called after call work, is the short period after a completed customer call when the agent is still busy but not in conversation. The purpose is to complete tasks such as documentation in the CRM, tagging the case, creating follow up activities and any internal communication.
Why is it important?
Wrap-up time makes sure information is not lost and that the agent does not have to jump straight from one call to the next. The benefits are better data quality, less stress, a more complete case history and the ability to create follow ups directly.
How does it work in a contact center?
In modern contact center systems, wrap-up time is configurable per channel or queue, measurable in statistics such as AHT, and possible to end manually if the agent finishes early. In the lynes contact center, each voice channel can have its own setting.
Frequently asked questions about wrap-up time
Are wrap-up time and after call work the same thing?
Yes. They mean the same thing: time for finishing work right after a call.
How long should wrap-up time be?
It depends on the type of case. Anything from 10 seconds to one minute can be reasonable, the main thing is that the agent has time to finish.
Does wrap-up time affect call statistics?
Yes, it is often included in the total handling time (AHT) and can be broken out as its own metric.
Can wrap-up time be used for chat too?
Yes. After a chat ends, the agent may need time to complete documentation or tasks.
Want to see how the lynes contact center handles wrap-up time? Read more about our contact center or contact us for a demo.
