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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.

Product Knowledgebase > Wrapping Up > image2020-1-8_8-53-52.png

If Call Classification is mandatory, the Classification window will open when a call has ended, please see step 6 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 to Available.