VICIdial Wrap-Up Seconds: Complete Optimization Guide

Quick Reference

Setting Name

wrap_up_seconds

Default Value

0

Recommended

5 to 30 seconds depending on disposition complexity

Impact Level

Medium

Location in VICIdial

Admin > Campaigns > [Campaign] > Agent Interface Options

What Wrap-Up Seconds Does

The mandatory time in seconds an agent spends in wrap-up status after a call ends before becoming available for the next call. During wrap-up, agents complete CRM notes and set dispositions. Set too low and dispositions are rushed and inaccurate; too high and agent utilization drops.

Center Size Recommended Value Notes
10–25 Agents 5 to 30 seconds depending on disposition complexity Start conservative, monitor for 48 hours before adjusting
25–100 Agents 5 to 30 seconds depending on disposition complexity Scale gradually — larger operations amplify effects of misconfiguration
100–500 Agents 5 to 30 seconds depending on disposition complexity Consult ViciStack optimization team for enterprise-scale tuning

How to Change This Setting

  1. 1 Navigate to Admin > Campaigns
  2. 2 Select campaign
  3. 3 Find Wrap-Up Seconds field
  4. 4 Enter seconds as integer (0 = no mandatory wrap-up, agent controls timing)
  5. 5 Common values: 0 for experienced agents, 10-20 for new agents
  6. 6 Submit

Common Problems

Value of 0 requires agents to manually pause — many skip it and misdispose calls

Too long wrap-up reduces calls-per-hour and wastes agent capacity

Combined effect of wait_between_calls and wrap_up_seconds determines overall agent utilization

agent_pause_codes_active Agent Pause Codes Active Agent available_only_ratio_tally Available Only Ratio Tally Campaign pause_disposition Pause Disposition Agent wait_between_calls Wait Between Calls Agent

ViciStack Module

How ViciStack Optimizes Wrap-Up Seconds

ViciStack's Dialer Tuning & Auto-Configuration module automatically monitors and optimizes wrap_up_seconds based on real-time performance data from your operation. Instead of manual tuning, ViciStack continuously analyzes call outcomes, agent performance, and contact rates to recommend and implement optimal values — often catching configuration drift before it affects your numbers.

Learn About Dialer Tuning & Auto-Configuration →

Frequently Asked Questions

What does wrap_up_seconds do in VICIdial? +
The mandatory time in seconds an agent spends in wrap-up status after a call ends before becoming available for the next call. During wrap-up, agents complete CRM notes and set dispositions. Set too low and dispositions are rushed and inaccurate; too high and agent utilization drops.
What is the recommended value for wrap_up_seconds? +
The recommended range for wrap_up_seconds is 5 to 30 seconds depending on disposition complexity. The out-of-box default is 0. Note that optimal values vary by operation size, campaign type, and carrier — use ViciStack's automated tuning to find your exact optimal configuration.
Can ViciStack automatically optimize wrap_up_seconds for me? +
Yes. ViciStack's Dialer Tuning & Auto-Configuration module monitors wrap_up_seconds continuously and alerts you when the value drifts outside optimal range. On qualifying plans, ViciStack can automatically adjust this setting based on real-time performance data — no manual intervention required.

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