This simple but powerful feature helps ensure agents return to the correct status after Wrap-up.


Wrap-up is a type of Agent Status in Call Center Agent (CCA). Wrap-up mode immediately follows an agent taking a call. When in this mode, a call center agent is shown as busy and therefore unable to take calls. Wrap-up mode gives the agent time to finish notes, process paperwork, or handle other post-call tasks.

In the latest version of Call Center Agent (note: Desktop Version), wrap-up mode now allows for automatic transition to either a) a pre-selected working status, or b) the last non-busy working status. This occurs once the agent has spent too much time in either wrap-up mode or “Not Set” status.

Note: before proceeding, please contact your Service Provider if you wish to enable this feature.  The following steps apply after it's been enabled by your Provider.

Previous Configuration

The call center agent status was not automatically changed after the wrap-up period; the agent was expected to manually change their status.  In some cases, agents would forget to change their status, leading to missed calls.

Walkthrough - video

Walkthrough - screenshots

1.  Log into your client admin portal.

2. Click Configuration > General > Agents.  Select the agent for whom to enable this feature.

3. You'll find this feature near the bottom of the General Information tab.  

Demonstration in Desktop CCA (video)

Note: if call classification is mandatory, and the classification window is open, agent status transition will not take place until the call is classified and the window is closed.

Related articles

For additional context and background.

Call Center Agent

Call Center Agent Desktop Application (.netCCA)

Wrapping Up

Agent Status & Busy Reasons

Related issues