Specifications

CDR Manual 93
Glossary
Wrapup Duration - The amount of time an agent takes to handle transaction
information on another system or on paper after handling a caller. Once the caller
disconnects, the agent's phone can be configured to be “unavailable” to the
workgroup queue for a fixed or variable period of time even though the agent's
extension is still signed onto the queue. This allows the agent time to wrap up.
The wrapup time can be a fixed number of minutes after which the agent is forced
back into taking calls, or it can be variable, controlled by AltiAgent, where the agent
“releases” their phone for the next call. The settings can be designed to allow agents
to control the wrapup time until a limit occurs (the fixed time).