Better customers service is attainable with better familiarity with your customers and better familiarity depends on good notes and CRM entries.
Wrap-Up Delay is a feature where an agent is given a set amount of time to enter wrap-up notes following the conclusion of a conversation with a customer. The ACD will delay sending a new call to the agent for this customizable amount of time. Even with very busy call volumes, this feature provides a customer-centred approach, allowing agents to better address customers needs when they call back.
The feature can be setup in the agent settings of the Queue Manager, a component of the ACD Manager.