Average Outbound Wrap-up Time
For the selected agent, agent group, or contact center - The average time spent in the Wrap-up state for outbound calls during the monitored period.
For the selected service - The average time agents spent in the Wrap-up state for outbound calls associated with the selected service during the monitored period.
When an interaction changes to the Completed state, Ivanti Voice performs the following equation for the agent associated with the interaction:
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