Wrap Time

Wrap time (also called after-call work or ACW) is the period between when an agent’s call disconnects and when they become available for the next call. During wrap time, the agent selects a disposition code, enters call notes, updates lead information, schedules callbacks, and completes any other post-call administrative tasks required by the campaign.

How It Works in VICIdial

VICIdial’s wrap time behavior is controlled by two key settings. The wrap_up_seconds setting defines the maximum time an agent can spend in wrap before being automatically made available (set to 0 for unlimited wrap time). The wait_between_calls setting adds a mandatory pause between calls, giving agents a brief rest even after dispositioning.

When a call ends, the agent’s status changes to “DISPO” (dispositioning). The disposition selection screen appears, and the wrap timer begins. Once the agent selects a disposition (and completes any required callback scheduling), their status changes to “READY” and they enter the wait queue for the next call.

VICIdial tracks wrap time per call in the agent log, and reports average wrap time by agent, campaign, and time period. Excessively long wrap times appear on the real-time monitoring dashboard, allowing supervisors to identify agents who may be using wrap time to avoid taking calls.

Why It Matters

Wrap time directly impacts average handle time and agent utilization. Every second spent in wrap is a second not spent on a live call. In a 200-agent operation, reducing average wrap time by 10 seconds per call can reclaim 30+ agent hours per day.

However, setting wrap_up_seconds too low pressures agents to rush through disposition and note-taking, resulting in inaccurate data and missed callbacks. The optimal wrap time depends on the complexity of post-call work required — simple telemarketing campaigns may need only 5-10 seconds of wrap, while complex B2B sales or compliance-heavy campaigns may need 30-60 seconds. See the analytics dashboard feature page for wrap time analysis tools.