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.