Wrap-up Time
Description
The duration between the end of the current interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. and the beginning of the next interaction that an employee is handling. It indicates the amount of time an employee spent working on an interaction, after the interaction ended.
The recording rules define the Wrap-up time (or After Call Work), where a maximum wrap-up time value is set. If this field is not defined, the wrap-up time is zero.
In searches, it is used to search for interactions, evaluations, and assessments.
Field information
From the list, select the relevant operator and type the relevant time value, in minutes and seconds.
Valid characters
Value can be any time between 00:00 and 59:59.
Wildcard usage
N/A
Indexed
No
Note
If you use this field, add extra criteria to the search.