Managing how your agents handle post-call tasks is key to both productivity and accurate call documentation. In Talkdesk Express, you can easily configure Wrap-Up settings either in bulk or at the individual user level, with full control over how and when the wrap-up screen appears.
What’s Wrap-Up?
Wrap-Up time gives agents a defined window after a call ends to document notes, select a disposition, and review Copilot's AI-generated summaries. This improves both reporting accuracy and agent efficiency.
How to access and customize the "Wrap-Up" settings?
Wrap-Up settings can be enabled for:
Inbound calls
Outbound calls
Transferred calls
From the Admin > Users page in Talkdesk Workspace, you can:
Check one or more users for bulk configuration. A Combo box titled "Bulk Actions" starts showing right next to the "Search" bar.
Click on "Bulk Actions" and pick "Call wrap-up settings"
Activate "Wrap-Up" for specific call types.
Define a timeout duration (min. 5 seconds, max. 4 hours).
Enable or disable options like:
Adding a wrap-up form.
Preventing dismissal of the wrap-up form.
Auto-submitting when time runs out.
Ending the wrap-up stage automatically.
You can also choose not to perform a bulk action by opening the individual user's profile and edit the tab "Wrap-up settings."
Bulk vs. Individual Setup
Bulk updates: Ideal for managing policies across teams.
Per-user settings: Customize for specific roles or workflows.