What is wrap-up time?
Wrap-up hour, or processing time as it is often called in Swedish, is the short period after a completed customer call when the agent is still busy â but not in conversation.
The purpose is to give the agent the opportunity to complete work moments such as:
- Documentation in CRM
- Marking of the case
- Create follow-up activities
- Any internal communication
đ Want to see how processing time works in lynes contact center? Read more here
Why is it important?
Wrap-up time ensures that information is not lost â and that the agent doesn't have to jump straight from one call to the next without being able to finish properly.
Advantages:
- Better data quality
- Less stress of the agent
- More complete case history
- Ability to create follow-up directly
How does it work in a contact center?
In modern contact center systems, wrap-up time is:
- Configurable per channel or queue
- Measurable in statistics, e.g. AHT
- Possible to exit manually if the agent gets ready earlier
In the Lynes Contact Center, each voice channel can have its own setup â so you can customize as needed.
Wrap-up time FAQ
Is wrap-up time and processing time the same thing?
Yep. Wrap-up time is the English term, but they mean the same thing: time for finishing work right after a call.
How long should the wrap-up time be?
It depends on the type of cases. Anything from 10 seconds to 1 minute can be reasonable -- the main thing is that the agent has time to clear.
Does wrap-up time affect call statistics?
Yes, it is often factored into the total handling time (AHT) and can even be broken out as its own measurement point.
Can wrap-up time be used for chat as well?
Oh, absolutely. After a chat ends, the agent may need time to complete documentation or tasks.
đ§ Want to see how lynes contact center handles processing time flexibly?
Read more about our contact center features or contact us and we'll show you how it works.
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