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.
If Call Classification is mandatory, the Classification window will open when a call has ended.
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.