Enable Interaction Wrap-up in Agent Console

Modified on Tue, 23 Apr at 9:57 PM

You can use the Interaction Wrap-up feature to allocate a specific time period for agents to wrap up their tasks.

This functionality allows you to define both the status and the duration for which the agent will remain in that status before becoming available again.

To enable this feature, simply follow these steps:

1. Go to the General settings.

2. Click on Edit Routing System (this feature is only available on Talkative's router).

3. Enable the Interaction Wrap-up option.

Next, you can choose the desired Wrap-up status (unavailable or offline) and specify the Wrap-up timeout, which represents the duration in seconds.

If the Wrap-up status is left as Available new interactions will continue to come through.