When a call ends, the agent often still has work to do: choose the call disposition, write notes, schedule a callback or update the contact record. Wrap-up time (also called after-call work, or ACW) is the time this takes, and the agent is not offered new calls during it.
Wrap-up is part of average handle time (talk time + hold time + wrap-up time, per call), and it counts as busy time in occupancy.
Two common approaches:
- Fixed wrap-up: a set number of seconds after each call, after which the agent becomes available again automatically.
- Agent-controlled wrap-up: the agent ends wrap-up when done, often with a maximum before a supervisor is alerted.
Too little wrap-up time produces incomplete records; too much hides idle time. Reviewing wrap-up per agent and per campaign shows where scripts, forms or disposition lists can be simplified. In OVOKY, agents set the disposition during wrap-up in the agent workspace, and each inbound call queue has its own wrap-up time in seconds.