Wrap Time

This data export field displays an agent's wrap time. This is marked against all actions associated with the agent.

Historical Data Source	CONTACT Actions
Channels
Size (bytes)	8
Filter	Wrap Time
Dimension	None

Key to symbols

Format

Example

This data export report shows the series of CONTACT actions where a caller was answered by agent Craig Milliband via a queue. Craig warm-transferred the call to a queue resulting in the call being answered by agent Baz Parsons. Baz then warm-transferred the call to another queue resulting in the call being answered by agent Stephen Dodd.

Row 1: Craig, the first agent to answer the call, ended his call with a wrap time of 14.125 seconds.

Rows 2 and 3: Baz, the agent who took the first transfer, ended his call with a wrap time of 25.071 seconds.

Rows 4 and 5: Stephen, the agent who took the second transfer, ended his call with a wrap time of 39.724 seconds.

Call ID	Action Date/Time	Start Reason	End Reason	Queue	Agent	Wrap Time
1906711595356543306	2018-07-19 16:50:45	initial	transfer	Summer Hols	Craig Milliband	14.125
1906711638300490223	2018-07-19 16:50:45	consultation	transfer_complete	Cust Service	Baz Parsons	25.071
1906711595356543306	2018-07-19 16:59:21	transfer	transfer	Cust Service	Baz Parsons	25.071
1906711638300490385	2018-07-19 16:59:21	consultation	transfer_complete	Gen Hols	Stephen Dodd	39.724
1906711595356543306	2018-07-19 17:07:11	transfer	disconnect	Gen Hols	Stephen Dodd	39.724

The Wrap Time value relates to the Call ID value (the first row is the first consultation call between two agents; row 4 is the second consultation call between two agents, and the other rows refer to communication with the caller).

Filter