Wrap Time
This data export field displays the duration for which an agent was in the Wrap-up status.
See also, Interaction Duration Charts.
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Historical Data Source |
CONTACT Data Records |
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Category |
CONTACT |
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Channels |
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Size (bytes) |
8 |
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Filter |
Wrap Time |
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Dimension |
None |
Format
By clicking the current duration format, you can select another format, which may be more appropriate for your report.
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The 'Seconds' format shows decimal places; the 'Seconds (Integer)' format does not. |
Examples
This data export report shows an incoming call where the caller was answered by agent Craig Milliband (second row) and then transferred the call to agent Baz Parsons. Craig's wrap-up duration upon transfer was 1.532 seconds. Baz's wrap-up duration at the end of the call was 29.83 seconds.
Call Date/Time |
Originating address |
Destination address |
Wrap Time |
Total Wrap Time |
Agent |
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2018-08-23 11:40:17 |
I |
07700900432 |
01614960654 |
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31.362 |
Baz Parsons |
2018-08-23 11:40:38 |
O |
07700900432 |
iPath_129_cmilliband |
1.532 |
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Craig Milliband |
2018-08-23 11:41:47 |
O |
01344304344 (2006) |
00156527D65C |
29.83 |
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Baz Parsons |
Detail
The data export field populates the inbound (I) and outbound (O) legs in interaction scenarios as illustrated below. See also, Communication Legs.
Voice Interactions
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External |
storm |
storm user |
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Deskphone LOG IN and LOG OUT |
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EXTERNAL INCOMING CALL (2 legs) |
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OUTGOING CALL dialled directly from deskphone or storm DTA Web iPath (1st leg) |
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or OUTGOING CALL initiated from the agent desktop (DTA) (1st leg) |
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Initial called party leg (2nd leg) |
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TRANSFER of an INCOMING or OUTGOING CALL Transfer leg (3rd and subsequent legs) |
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Text Interactions
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External |
storm |
storm user |
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Populated if an agent replied to the message |
INCOMING SMS TEXT |
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OUTGOING SMS TEXT Agent-initiated or reply |
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Populated if an agent replied to the message, forwarded it, or marked it as 'Done' (Complete) |
INCOMING EMAIL
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Initiate Reply Forward Followed Up |
OUTGOING EMAIL or ACTION on INCOMING EMAIL |
Ignore Delete Requeue Complete Follow Up Followed Up |
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WEB CHAT |
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Populated if an agent replied to the message |
INCOMING SOCIAL MEDIA MESSAGE |
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SOCIAL MEDIA MESSAGE REPLY |
Filter
Filter by using any of the following relational operators on your chosen value(s):
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Equal to |
Greater than |
Less than |
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Not equal to |
Greater than or equal to |
Less than or equal to |