Average Wrap Per Call represents the average amount of time an agent spends on Wrap Up after a Voice Call. Average Wrap Time is calculated by adding up the total time spent on all Wrap-Ups within a given reporting period and dividing that by the number of Voice Calls an agent had within that period.
Formula: Total Wrap-Up time / # of Calls taken= Average Wrap Per Call
This metrics is good to use if you would like an insight into how much time it takes for your agents to finish working on a Voice Ticket after the call has ended.
Note: In order to have access to this metric, you will need to have access to our feature Talk Status Tracking.