Wrap-up time
What is Wrap-up time?
Wrap-up time (after-call work) is the period an agent spends finishing administrative tasks — logging notes, selecting a disposition, updating a CRM record — immediately after a call or chat ends and before they're marked available for the next interaction. Contact centers track average wrap-up time as a core efficiency metric, since excessive wrap-up reduces the number of interactions an agent can handle in a shift.
More detail
Some platforms let a supervisor cap wrap-up time, automatically returning an agent to available status once the limit is reached, to prevent it from being used as informal idle time.
Wrap-up time is commonly reduced by auto-populating disposition codes or CRM fields from the interaction itself, so an agent has less manual data entry to complete before the next call.
Frequently asked
- Why do contact centers track wrap-up time so closely?
- Wrap-up time directly reduces how many interactions an agent can handle in a shift, so contact centers track it alongside handle time and queue metrics to spot process gaps or excessive after-call work that inflates staffing needs.
- Can wrap-up time be automated away entirely?
- Not entirely — some administrative work after a call is usually unavoidable, but auto-populating disposition codes and CRM notes from the interaction itself can shrink wrap-up time significantly compared to fully manual entry.
See also
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