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Managing Wrap-Up Settings in Contivio

This guide explains how to adjust wrap-up settings for your contact center queues in the Contivio Admin Portal. Wrap-up time determines how long agents remain in a “busy” state after a call ends before becoming available for new inbound calls.

What Is Wrap-Up Time?

Wrap-up time is a short period after each call that allows agents to finish post-call work — such as entering notes, selecting a disposition, or updating records — without receiving a new inbound call immediately.

  • During wrap-up, the agent remains in a Busy state.

  • Wrap-up contributes to overall handling time (a key call center performance metric).

  • Agents can extend wrap-up if they need more time or clear it early if they finish sooner.

Typical setting: 30 seconds (default)
Applies to: Both inbound and outbound calls made through that queue.

How to Adjust Wrap-Up Settings

Step 1: Open the Queue Settings

  1. In the Admin Portal, click the Contact Center initials on the left-hand side menu.

  2. Select Inbound Contacts → Queues.

Step 2: Choose the Queue to Edit

Hover over the pencil icon next to the queue you want to update, then click it to edit the queue settings.

Step 3: Edit the Voice Settings

  1. In the queue configuration window, click the Voice tab.

  2. Scroll down to the section labeled Auto After Call Wrap-Up.

Step 4: Select the Desired Wrap-Up Option

From the dropdown menu, choose one of the following options:

Option Description
None No wrap-up time. Agents are immediately available after a call.
Custom Time (e.g., 30 sec, 60 sec) A fixed wrap-up duration. Agents can clear it early or extend it as needed.
No Time Limit The agent remains in wrap-up indefinitely until they manually mark themselves available again.

After making your selection, click Done to save.

Step 5: Repeat as Needed

Repeat the above steps for any other queues or channels you want to adjust. Wrap-up is a queue-level setting, so it can differ per queue.

Enforcing Wrap-Up Dispositions (Optional)

There is an optional setting to enforce wrap-up dispositions, which ensures agents leave a disposition before ending their wrap-up.

  • When enabled, agents cannot clear wrap-up until a disposition is selected.

  • Enforcement only applies during the wrap-up period.

    • For example, if wrap-up is set to 30 seconds, the call will automatically clear once that time expires — even if no disposition is chosen.

  • To fully enforce dispositions (i.e., agents cannot skip), combine this with No Time Limit wrap-up — so the agent must leave a disposition before becoming available.

Best Practices & Recommendations

  • Start with 30 seconds — it’s the industry norm and works well for most teams.

  • Adjust by queue type: For example, sales teams may need longer wrap-up than customer service.

  • Train agents to use the extend and clear early options appropriately.

  • Use reports to monitor average handle time (AHT) and ensure wrap-up settings align with productivity goals.

Summary

Feature Description
Wrap-Up Duration Sets how long agents remain in a busy state after calls.
Per-Queue Setting Configured separately for each queue.
Agent Control Agents can extend or clear wrap-up manually.
Disposition Enforcement Optional; prevents agents from clearing calls without selecting a disposition.
Applies To Both inbound and outbound calls assigned to the queue.

✅ In short: Wrap-up settings give agents valuable time to complete post-call tasks without interruptions. Use the Admin Portal to fine-tune these settings per queue to balance efficiency and quality.