How it works

In Compass, there is a configurable wrap-up feature that allows for a short break after each call. If an agent is getting a call from a queue, after hanging up, but they want to have time to process the call, they can enable the amount of time in which to not receive upcoming calls and be put into “busy mode”. When enabled, the wrap-up timer is automatically triggered after hanging up a call and will be ended after a preset time (duration of the wrap-up timer is adjustable per queue). An agent can also actively choose to break out of wrap up and take calls earlier. To enable wrap-up, an agent needs to have the wrap-up feature enabled on user level and wrap-up duration needs to be set for the particular queue.