wrap_up_seconds

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.

Recommended Configuration

| 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

• Navigate to Admin > Campaigns

• Select campaign

• Find Wrap-Up Seconds field

• Enter seconds as integer (0 = no mandatory wrap-up, agent controls timing)

• Common values: 0 for experienced agents, 10-20 for new agents

• 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

ViciStack Module

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.