Enable Shared Wrap-up Time Across Queues

Agents who belong to several queues need breathing room after a call to finish notes, dispositions, and other post-call work. Normally that wrap-up time only protects the queue the call came from, so a second queue can still ring the agent mid-task. Turning on shared wrap-up time extends the wrap-up window across every queue the agent is a member of, so no queue interrupts them until the period is over.

Note

Wrap-up time is the short pause an agent gets after ending a call before the system offers them the next one. This setting does not set that duration. The length is configured on each queue individually. Shared wrap-up only takes an agent’s existing wrap-up value and applies it across all of their queues at once.

Before you begin

Your PBX (Private Branch Exchange, the phone system that routes your calls) must be running firmware version 84.19.0.110 or later.

Caution

On older firmware the Shared Wrap-up Time Across Multiple Queues option will not appear on the page. Check the firmware version first. If it is below 84.19.0.110, update the PBX before continuing.

Turn on shared wrap-up time

1. Sign in to the PBX web portal and open Call Features > Queue.

2. At the top of the page, select Options.

   Note

   Options at the top of the Queue page holds system-wide queue settings. The switch you set here applies to every agent in every queue, not to one specific queue or agent.

3. Set Shared Wrap-up Time Across Multiple Queues to Enable.

   

4. Select Save, then Apply.

   Caution

   The change does not go live until you select Apply. Selecting Save alone keeps the setting pending, and agents will keep receiving calls from other queues during wrap-up.

What changes

Once enabled, whenever a multi-queue agent finishes a call, the wrap-up time defined on that call’s queue applies to all of the agent’s queues at once. Throughout the wrap-up period, no other queue will route a new call to the agent.

Tip

The shared window uses the wrap-up value from the queue the call came in on, which can differ from queue to queue. If you want agents to get a predictable break no matter which queue rings, set the same wrap-up duration on every queue an agent belongs to.

Example

The following scenario shows the behavior in action. Agent A is a member of both Queue-1 and Queue-2. Call-1 arrives on Queue-1, and Call-2 arrives on Queue-2.

1. Call-1 comes into Queue-1, and Agent A answers it.
2. When Call-1 ends, Agent A begins the wrap-up period defined on Queue-1.
3. While that wrap-up is still running, Call-2 arrives on Queue-2.
4. If Call-2 is routed to Agent A, it holds until the shared wrap-up period finishes (the value set on Queue-1, now honored across Queue-2 for this agent). Only then does Call-2 ring Agent A to be answered.