How to configure wrap-up time in Zoom Contact Center

Configuring wrap-up time in Zoom Contact Center allows agents a designated period after a conversation to finalize notes and tasks before accepting a new interaction. To configure this, access the Routing settings within the Zoom Contact Center admin portal, define a wrap-up time duration for relevant routing profiles, and ensure agents are correctly assigned to those profiles. This enables controlled agent availability and improves data accuracy.

Prerequisites

• A Zoom Pro, Zoom Business, or Zoom Enterprise account.
• A Zoom Contact Center license.
• Administrator privileges in Zoom Contact Center.
• Familiarity with Zoom Contact Center routing profiles.

Configure Wrap-Up Time in a Routing Profile

This section details the steps to set wrap-up time within a specific routing profile. This determines how long agents have to complete after-call tasks.

1. Access Zoom Contact Center Settings: Sign in to the Zoom web portal as an administrator.
2. Navigate to Routing Profiles: In the navigation menu, click Contact Center Management, then Routing Profiles.
3. Select the Routing Profile: Locate the routing profile you want to configure and click on its name to open its settings. Consider which routing profiles will benefit from wrap-up time the most (e.g., those with complex case documentation requirements).
4. Edit the Routing Profile’s Settings: Click the Edit button, usually located in the top right corner of the routing profile’s page.
5. Access Routing Profile Settings: Within the Routing Profile settings, locate the Routing tab or section. The specific naming may vary based on Zoom’s UI updates.
6. Configure Wrap-Up Time: Look for the “Wrap-Up Time” or similar setting. It may be under a section titled “Agent Settings” or “Post-Call Work”.
7. Enable Wrap-Up Time: Check the box to enable wrap-up time.
8. Set Wrap-Up Time Duration: Enter the desired wrap-up time duration in seconds or minutes. The common range is between 60 seconds (1 minute) and 300 seconds (5 minutes), but you should align this with your agents’ average post-call task completion time.
9. Save Changes: Click the Save button to save your changes to the routing profile.
10. Verify Configuration: Assign yourself (or a test agent) to the modified routing profile, make a test call, and verify that the wrap-up timer appears after the call ends in the Zoom Contact Center client.

Assign Agents to the Routing Profile

Ensure the agents who need wrap-up time are assigned to the routing profile you just configured.

1. Navigate to Users: In the navigation menu, click Contact Center Management, then Users.
2. Select the Agent: Locate the agent you want to assign to the routing profile and click on their name to open their settings.
3. Edit User Settings: Click the Edit button, usually located in the top right corner of the user’s page.
4. Assign Routing Profile: In the user’s settings, locate the Routing Profile field. Select the routing profile you configured in the previous section from the dropdown menu.
5. Save Changes: Click the Save button to save your changes to the user’s settings.
6. Repeat for All Agents: Repeat steps 2-5 for all agents who require the configured wrap-up time.

Review Routing Profile Queue Assignment

Confirm that the queues that should utilize the configured wrap-up time are associated with the routing profile.

1. Navigate to Queues: In the navigation menu, click Contact Center Management, then Queues.
2. Select the Queue: Locate the queue you want to review and click on its name to open its settings.
3. View Routing Profile Assignment: Verify the assigned routing profile. If it is not the profile configured with wrap-up time, continue to the next step.
4. Edit Queue Settings (If Necessary): Click the Edit button, usually located in the top right corner of the queue’s page.
5. Assign the Correct Routing Profile: Select the routing profile you configured with wrap-up time from the Routing Profile dropdown menu.
6. Save Changes: Click the Save button to save your changes to the queue’s settings.
7. Repeat for All Queues: Repeat steps 2-6 for all queues that should utilize the configured wrap-up time.

Common Issues

• Wrap-up time is not appearing for agents:

  • Ensure the correct routing profile is assigned to the agent in the User settings.
  • Verify that the wrap-up time setting is enabled within the assigned routing profile’s settings.
  • Confirm the assigned queue is using the routing profile with the enabled wrap-up time.

• Agents are skipping wrap-up time:

  • Zoom Contact Center may have a setting that allows agents to skip the wrap-up time. Review the agent’s permissions and the overall Contact Center settings to disable this option, if necessary.
  • Provide training to agents on the importance of utilizing the wrap-up time for accurate record-keeping.

• Wrap-up time is too short/long:

  • Analyze agent feedback and performance metrics (e.g., average handle time, post-call task completion rates) to determine the optimal wrap-up time duration.
  • Adjust the wrap-up time duration in the routing profile settings accordingly.

• Agents are still receiving interactions during wrap-up time:

  • Confirm the agent’s status in the Zoom Contact Center client. The agent must be in a “Wrap-Up” or similar status to prevent new interactions from being routed to them.
  • Check the queue’s overflow settings. Make sure that calls are not being pushed to agents in wrap-up mode due to queue overflow conditions.

• Cannot find the Wrap-Up Time setting:

  • The UI may differ depending on your Zoom Contact Center version. If you cannot find the setting, check the Zoom Help Center for the most up-to-date instructions or contact Zoom Support.