Customizable Wrap-Up Delay

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.

Did you find it helpful? Yes No

Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.