How to Configure and Manage Call Wrap-Up Per Queue
How to Configure and Manage Call Wrap-Up Per Queue
Call Wrap-Up allows you to control what happens after an agent finishes a call.
When enabled for a queue, agents must complete a post-call form before returning to their previous status. This ensures structured call handling, accurate reporting, and better performance tracking.
Call Wrap-Up is configured per queue, meaning each team can have its own wrap-up rules.
📌 Note: Admin permissions are required to enable and configure the Call Wrap-Up rules.
Step-by-Step: Enable Call Wrap-Up
Go to Settings → Voice → Queues and click the queue you want to configure
Go to the Advanced tab and scroll to the bottom section.
Enable Call Wrap-Up.
Set the Wrap-Up Time: define how long agents are allowed to complete their wrap-up tasks (e.g., 1 minute).
Select a Wrap-Up Timeout Status: choose what status the agent should move to if they do not complete the wrap-up in time.
💡Useful Tip: Timeout statuses are selected from your available Custom Statuses. You can manage statuses under: Settings → General → Statuses → Custom Statuses
📌 To learn more details, see: How to Create a Custom Status.
Add more Wrap-Up Statuses if needed.
💡Useful Tip 3: The system automatically adds default statuses, but administrators can remove and/or add additional ones manually.
📌 To learn more details, see: How to Create & Manage Call Wrap-Up Statuses.
✅ Click Create to apply the changes. Wrap-Up is now active for that specific queue.
What Happens for Agents?
When Wrap-Up is enabled:
After a call ends, a Wrap-Up window appears
Agents must select a Disposition Status
They can add notes
They must complete this within the allowed time
If completed in time:
The agent returns to their previous status (e.g., Available).
If not completed in time:
The agent is automatically moved to the configured Timeout Status.
Done 🎯
You now know how to configure and manage Call Wrap-Up per queue in the Squaretalk Platform.