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:
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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.