Agent

Wrap Time

The after-call-work period where the agent is disposed of the call but not yet taking a new one.

What it means in practice

Wrap time covers disposition entry, CRM updates, and any post-call work. Typical healthy wrap runs 20–45 seconds; longer means inefficient workflow, shorter often means agents are skipping disposition detail. A major driver of occupancy and therefore of dials-per-hour.

VICIPanel UI showing Wrap Time — How Wrap Time surfaces in VICIPanel

In VICIPanel

VICIPanel tracks wrap time per agent, per campaign, per disposition. Supervisors see agents whose wrap time is drifting outside expected norms.

Related terms

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Reporting

Occupancy Rate

The percentage of an agent's logged-in time spent on productive activity (talk, after-call work, waiting for next call).

Agent

Disposition

The outcome code an agent selects at the end of every call to record what happened.

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