What is the function of "Call Wrap-Up" in Service Cloud Voice?

The function of "Call Wrap-Up" in Service Cloud Voice is essential for agents to finalize call notes and complete any necessary tasks after a conversation with a customer. This phase allows agents to document important details from the call, update records, and ensure that all follow-up actions are noted and can be addressed. This process helps maintain accurate customer records and assists in delivering a seamless customer experience.

During the wrap-up period, agents can take the time needed to reflect on the interaction, input valuable feedback, or initiate any pending actions, which assists in reinforcing the efficacy of service delivery. Overall, this feature is designed to ensure that agents deliver a comprehensive service to customers by allowing time for post-call activities, thereby improving overall call handling and service quality.