Wrap-up time
Time agent takes after a call to disposition + take notes before the next.
Wrap-up time (sometimes "after-call work" or ACW) is the time between an agent ending a call and being available for the next. Used for disposition, CRM updates, notes.
Configured per-campaign in VICIdial: Pause After Each Call in seconds. Default 10s; high-complexity B2B may need 60-120s; high-velocity B2C may use 0-5s.
Trade-off
- Long wrap = better data quality, lower agent utilization
- Short wrap = higher agent utilization, dispositions get sloppy
Auto-wrap-up enforced via the campaign timer; manual wrap up is faster but inconsistent.