Wrap-up for Outbound and Wrap-up for Inbound
The Wrap-up Panel section allows you to direct agents to a custom panel after a call has ended. If you have created a custom panel, use the Wrap-up custom panel drop-down to select the custom panel to use for post-call. By default, Wrap-up for Inbound will be set to use Outbound Wrap-up panel settings. You can uncheck the box to change the settings.
Use the After wrap-up drop-down to determine whether the agent will be automatically returned to accept calls mode after completing wrap-up. By default, the agent will be set back to accepting calls. Use the drop-down menu to change this to Available, Not Available, or Previous State. Note that Previous State will only put the agent in Available or Not Available, rather than a custom status.
Only show wrap-up panel to agents when the caller disconnects: When this option is off we will present the wrap-up panel to the agent even when the call is placed on hold or transferred.