Sometimes your agents will need more time after an interaction to complete tasks related to it. The extended automatic wrap feature allows them to extend their wrap time. If enabled for their account, they can click Extend Wrap near the top of ContactPad (if they are using single interaction ContactPad) or the icon alongside the interaction in the information tab in ContactPad (if they are using multi-interaction ContactPad).
When the agent clicks to extend wrap time, the remaining wrap time increases to the configured wrap time each time they click. Wrap times vary between interactions and values can be set in various places within the Vonage Contact Center admin portal:
- Wrap time for inbound interactions can be set at a group level and in Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applets. If set, the applet settings override group level.
For example, if MaxWrapUp for the agent's group is 30 seconds, but the interaction was routed to the agent by an ACD applet with a Wrap timeout of 20 seconds, the agent can extend wrap time to 20 seconds. - Wrap time for outbound interactions can be set for the account and individual agents. If set, agent settings override the account settings.
For example, if Outbound Wrap-Up Time is 15 seconds and the agent has a custom Outbound Wrap Timeout of 45 seconds, the agent can extend wrap time to 45 seconds each time they click to do so.
For information about extending wrap time, see Extending wrap time in Making and receiving calls in ContactPad.
If enabled for your account, supervisors can turn the extended automatic wrap feature on or off for the agents in their account. For information about controlling this feature, see ContactPad - Agents can extend wrap (disables manual wrap) in Controlling features for your account.