Sometimes your agents will need more time after an interaction to complete tasks related to it. The extended automatic wrap feature allows them to extend their wrap time. If enabled for their account, they can click one of the following:
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an icon in the
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related interaction card in the information tab in ContactPad
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.
When the agent clicks to extend wrap time, the remaining wrap time increases to the configured wrap time each time they click. Wrap times vary between interactions and values can be set in various places within the Vonage Contact Center admin portal:
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