Microsoft has rolled out a new feature in Dynamics 365 Contact Center that lets administrators set wrap-up times in seconds — down to a minimum of 30 seconds, improving agent availability and reducing idle time.
Here’s what you need to know:
Why it matters
Wrap-up timers let you adapt post-call procedures to different operational needs—whether in fast-paced environments or settings requiring more flexibility.
Sample use case
In a high-volume retail contact center, reducing the default 60-second wrap-up to 30 seconds helped agents reclaim valuable time per call—without compromising note quality.
Benefits
Organizations can expect better service representative availability, faster customer response times, and reduced operational costs.