Omnichannel for Customer Service – The Importance of Wrap up

Dynamics 365 Customer Service

The article discusses the concept of wrap up in contact centers after conversations end, impacting agent productivity.
Agents are typically given a target wrap up time, during which they must complete necessary tasks like making notes and creating case records.
Wrap up options, such as Always Block, Don't Block, and Custom Time, are available to manage agent capacity after conversations.
Always Block keeps agent capacity occupied until they close the session, potentially impacting customer waiting times if sessions are not closed properly.
Don't Block option immediately makes agent capacity available after a conversation ends, suitable for short post-call requirements.
Custom Time allows defining a specific time limit for wrap up, with most contact centers opting for 2-3 minutes to complete necessary actions.
Utilizing tools like Copilot can help agents complete wrap up tasks more efficiently, reducing overall wrap up times.
Supervisors can monitor agent wrap up status to help identify any issues, such as agents accidentally leaving sessions open, and to assist in assigning conversations during peak times.

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