Wrap-up time

Wrap-up time is the dial that controls how long the post-call window lasts. It is the number of seconds VICIdial allows for wrap up before it either nudges the agent or automatically flips them back to ready. Set it on a campaign, so different kinds of work can get different amounts of breathing room.

You can run it two ways. A fixed countdown gives every agent the same set seconds to record a disposition and finish notes, then moves them on. A more relaxed setup lets the agent control when they are done. Picking between them depends on how much real work each call leaves behind.

This single setting tugs on two numbers at once. Generous wrap-up time gives cleaner records but drags up your average handle time and lowers occupancy, since agents spend more of the hour in a not ready state. Stingy wrap-up time keeps agents on calls but can produce rushed, half-finished notes. There is no universal right answer, only the right answer for your work.

A sensible way to tune it is to watch how long agents actually take, then set the limit a touch above that so it rarely cuts anyone off mid-task. A simple sales call might need ten or twenty seconds; a detailed support case might need a minute or more. Revisit the number whenever the script or the disposition list changes.