Give my agents time to complete a queue call - How do I?

If your ACD Agents require time at the end of each call to enter notes into a customer's account, you can set a global queue 'wrap-up time'.  Wrap-up time is a duration in seconds or minutes when the queue will not send a holding caller to an agent's phone.  During this wrap-up time, agents can finalize any notes they need to write within a customer's account page.

To set the wrap-up time, follow these steps:

1. Click on ACD --> view queues

2. Click on the name of the queue you wish to modify

3. From the 'wrap-up time' drop-down, select an appropriate length of time.  1-3 minutes should be enough for most customers.  Your needs may vary.

4. Click 'Apply All Changes' at the bottom of the page