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After a call ends or is transferred, the CCA will automatically switch your agent status to Busy – Wrapping Up. This wrap-up mode provides the time to complete any paperwork or additional tasks. Image Removed


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If Call Classification is mandatory, the Classification window will open when a call has ended, please see step 5 below.

To take another call, change your agent status to Available as indicated in Switch Your Agent Status to Available.
Note: Your team may have a limited wrap-up time. When that time expires, the CCA will automatically change your agent status back Anchor_GoBack_GoBack to back to Available.