Glossary

What is Auto Wrap-up?

As soon as agents finish their conversation with the customer, they are automatically lined up in an ‘Auto Wrap-up’ mode. It is another impeccable attribute of ACD that put call centre agents in ACW (auto call work) mode post the customer interaction. Auto wrap-up is called as Post Call Processing or PCP. When this particular mode is ON, call the centre agent is not able to receive any inbound queries from customers. Agents do trivial yet necessary tasks like data entry, form filling, etc, that are essential to close the transaction.

Average Wrap-Up Time = {Total handling time – (Total hold time + Total talk time)}/Number of calls

Blogs

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