After every call ends, SureConnect automatically pauses your availability for a brief wrap-up period. During this time, you will not receive new calls. This gives you time to log a disposition, capture notes, and complete any required intake fields without being rushed.
How it works
- The call ends (either the caller or you hang up).
- Your softphone status changes to Wrap-Up.
- You log a disposition and any notes for the call.
- After submitting the disposition, you automatically return to Available status.
Why wrap-up exists
- Prevents rushed dispositions. Without wrap-up, a new call could ring immediately after the previous one ends, forcing you to skip notes or log an inaccurate disposition.
- Reduces agent fatigue. A brief pause between calls helps maintain focus and call quality.
- Ensures data quality. Disposition and intake data is more accurate when logged immediately after the call while details are fresh.
During wrap-up
You can:
- Select a disposition and add notes.
- Complete intake form fields if required.
- Review call details (caller number, state, category, duration).
Returning to available
Once you submit the disposition, your status changes back to Available and you can receive new calls. You do not need to manually change your status.