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When user’s queue status is ‘Wrap-up’, the queue calls should not be distributed to that user.

When a queue agent is in ‘Wrap-up’ status, the call should not be routed to that agent. (Current specification is to route the calls to the wrap-up status agent)

Commonly, wrap-up status is a status that a call center agent is doing after-works right after finishing a customer call. In this period, the agent writes info down to the customer management system without expecting a call being routed to that agent. Once agent’s wrap-up work is finished, agent manually set the status to ‘Available’.

By this way, wrap-status time is important value as a key performance indicator. Supervisors would be able to know which agents take more time in wrap-up , or, which call center takes more time in wrap-up. This kind of insight becomes a source of next work force management.

Did a quick poll in APJC calling SE community and most people have the same understanding on this. One of them also indicated that that’s why ‘Wrap-up’ is different from ‘Available’ literally.




  • Eendo Hwang
  • Nov 1 2022
  • Future consideration