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The amount of time you have in the Wrap Up (Auto) state is automatically set by your supervisor, but, for inbound calls, the wrap time can be different for each call type you receive. In all cases, ContactPad shows the wrap time counting down. If you set yourself to Wrap Up (Manual) you will remain in this state until you manually change your state again. |
Following Wrap up (Auto) — when the timer has counted down to 0 seconds — your state automatically changes to Ready, Ready for Outbound,or the state configured in State after wrap in an Automatic Call Distributor (ACD) applet, automatically. Whether you change to Ready or Ready for Outbound is determined by your supervisor. If your call center generally receives more inbound calls than makes outbound calls, the default ready state is likely to be Ready. If your call center makes more outbound calls than receives inbound calls, the default ready state is likely to be Ready for Outbound.
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