Understanding Call Wrap-Up Priority Hierarchy

The Squaretalk Platform allows admins to configure Call Wrap-Up behavior at multiple levels. When more than one configuration exists, the system follows a defined priority hierarchy to decide which Wrap-Up settings should apply to the call.

This hierarchy applies to both incoming and outbound calls.

Call Wrap-Up Priority Order

The system follows the priority structure below, starting from the highest level.

💡Useful Tip 1: You can find the Call Wrap-Up Priority explanation under Settings → Users & Permissions → Users in the Groups Tab when editing or creating a new user.

1. Campaign Mode (Highest Priority)

If the user is actively participating in a Dialer campaign, the Wrap-Up configuration defined for that campaign will always take priority for the outbound calls.

This configuration controls:

whether Wrap-Up is enabled
wrap-up duration
timeout behavior
available disposition statuses

2. Queue Mode

If the call comes from a Queue the user belongs to, the Queue-level Wrap-Up configuration will apply.

This is commonly used for inbound support or sales queues.

3. Primary Group

If no Campaign or Queue Wrap-Up configuration exists, the system uses the user’s Primary Group configuration.

The Primary Group controls:

whether Wrap-Up is enabled
wrap-up duration
timeout status
available disposition statuses

This applies to both inbound and outbound calls.

Why the Priority Hierarchy Matters

The hierarchy ensures users always receive the correct Wrap-Up workflow based on the type of interaction they are handling.

For example:

a campaign call follows campaign rules
a queue call follows queue rules
regular direct calls follow the Primary Group rules

This helps maintain:

accurate reporting
consistent workflows
proper disposition tracking
structured agent activity management

Done 🎯

You now understand how the Call Wrap-Up Priority Hierarchy works and how the Squaretalk Platform decides which Wrap-Up configuration applies to each call.