5.4.4 Wrap up Phase

At the end of the call the Dialer enters the Wrap Up Phase. This phase is designed to give the Agent time to enter a disposition code and finish any other required tasks.

The Wrap Up period can be set for a period of time, but the default is ‘period not set’, thus the agent when he has completed the call, the dialer will go straight to the Preview Phase of the next lead.

If a time is set in the ‘Wrap Up Phase’ an Agent can end the Wrap Up Phase early by clicking on the cross at the end of the progress bar. Once the Disposition code has been entered the Dialer selects the next available lead and enters the Preview period.