How to Configure Call Wrap-Up Per Group
How to Configure Call Wrap-Up Per Group
Call Wrap-Up can be configured directly at the Group level to create consistent post-call workflows for teams.
This configuration is applied when no Queue or Campaign Wrap-Up settings are available.
📌 Note: Admin permissions are required to create and manage Call Wrap-up rules.
Step-by-step: How to Enable Group Call Wrap-Up
Go to Settings → Users & Permissions → Groups
When creating or editing the necessary group, open the Call Wrap-Up tab
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 1: Timeout statuses are selected from your available Custom Statuses. You can manage statuses under: Settings → General → Statuses
📌 To learn more details, see: How to Create a Custom Status.
Add more Wrap-Up Statuses if needed.
💡Useful Tip 2: Disposition statuses define the call outcomes agents can select during Wrap-Up.
💡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 group.
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.
Viewing Wrap-Up Status in Groups
Whether Wrap-Up is enabled or disabled, the current state is always visible in the Wrap-Up column on the Groups page.
Done 🎯
You now know how to configure and manage Call Wrap-Up at the Group level in Squaretalk.
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