---
title: "Enhanced Wrap-Up"
slug: "enhanced-wrap-up"
tags: ["Call Queue", "Early Exit", "Extend", "Freedom Only", "Wrap-Up"]
updated: 2026-08-28T13:57:08Z
published: 2026-08-28T13:57:08Z
canonical: "docs.natterbox.com/enhanced-wrap-up"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Enhanced Wrap-Up

## How Enhanced Wrap-Up Works

Enhanced Wrap-Up functionality has been implemented to provide agents with greater flexibility during post-call work, enabling them to be more efficient with their time. By utilizing the current Wrap-Up time configured in the call queue, agents can complete their Wrap-Up and become available for calls before the designated Wrap-Up time has ended. Additionally, agents can extend their Wrap-Up time if needed to ensure they can complete all necessary post-call work.

> [!NOTE]
> Please note: Enhanced Wrap-Up is only for Freedom Users not Service Cloud Voice users.
> 
> Use [After Conversation Work Time](/v1/docs/after-conversation-work-time) for SCV users.

## Enabling Enhanced Wrap-Up

Starting from Natterbox version 1.288, the Enhanced Wrap-Up feature will be automatically enabled for users. With this feature enabled and no other settings changed, users can view a countdown timer displaying the time left in call queue Wrap-Up on their CTI.

If needed, admins can opt to disable the Enhanced Wrap-Up feature from the account settings by unchecking the Enable Enhanced Wrap-Up checkbox.

![](https://lh7-eu.googleusercontent.com/3FduVptTmOTNRmD-TSZKl9sagu90piJDmNmTRPd2EDi9WSOwwF_c2I3UJoDCmN7dyJNuNq5kDYdkGyFIri0JEU8FYtNPjtcuwphvdsrWKui2MQaMxgZdUWftvcWV1BUmVXa5NerOiNv-GBLS75VyZJ4)

## Configuring Enhanced Wrap-Up

When enabled, Enhanced Wrap-Up will add a new field called "Wrap-Up Type" to each call queue in the Groups tab of the Call Queue component in the routing policy builder.

![](https://lh7-eu.googleusercontent.com/AI6SVUjbpYjAt9ZJnZ650G-ClfItZFuJ99YlUDa0ZOY7UuJiMJHtFP3K6RD3faOgXZhHTVbArD5JzNLNyZMYGtdXYl6vQd_mt-XWMPzd7hn5-0PdARSUSlvjoLz1S8burZTpKR7FKdN8NDVdsLps4X0)

There are 3 options in this field:

**Standard** is the default setting that does not change the functionality of either CTI or Call Queue Wrap-Up. However, it displays the remaining time of the agent in call queue Wrap-Up as a countdown timer in the CTI.

In the **Early Exit** option, the countdown timer will be visible to agents. Additionally, clicking **Done**, **Save for Later**, or **Disregard** (if this option is available) will cancel any remaining time in call queue Wrap-Up, and the agent will become available for calls immediately.

The **Extend & Early Exit** option has the same functionality as **Early Exit**, with an additional feature that the agent can extend their Wrap-Up time if needed.

![](https://lh7-eu.googleusercontent.com/rzrXh7Je3PG_Z5PtmMOW8P8osGw2O572sNB_rfngpjW_1KbX5YW1YcIoxykO72AtOJslR-wRXVLyVAXbNInJ7QYF2_T5Ro0qfNOQNftgld8H6yYR9qXPUZZ1aX0EilSPw86Zm6jRCvvgK0b4RuAKsdY)

If you select **Extend & Early Exit**, two new fields will appear. These fields are Extension Limit and Extension Time. The Extension Limit refers to the number of times agents can extend their Wrap-Up time. The Extension Time is the duration added to the call queue Wrap-Up when an agent clicks the **Extend** button. For instance, in the given example, the agent can extend their Wrap-Up time up to a maximum of three times, with each extension lasting 30 seconds. Thus, the total time the agent can extend their Wrap-Up time is 1 minute and 30 seconds.

Additional examples below:

| Wrap-Up Time | Extension Limit | Extension Time | Total Possible Time In Wrap-Up |
| --- | --- | --- | --- |
| 30 | 1 | 30 | 60 |
| 10 | 5 | 10 | 60 |
| 3600 | 1 | 60 | 3660 |

## Omni-Channel Configuration

> [!NOTE]
> *Please note: this requires the Freedom/Natterbox Call Center package version 2.56 or higher.* [*Update to the latest package*](/v1/docs/how-to-upgrade) *if you can’t see this setting.*

If you use the Natterbox + Omni-Channel integration, you will be able to assign an Omni-Channel presence to Agents when they are in Wrap-Up.

![](https://lh7-eu.googleusercontent.com/o9pmeYyzDhN_32Nv0Tf1eiZLPg76pQSdue20DZwqEM6nilSjCFVYaE9ZJu2L8gMKqU3MYovcXwPLaXPbNaGOQ_unCoX22appbpCYyh_KpSjAMQFopjW7wjiHBj78C6itTeb3eJgmm9EbFxTT-kN24YA)

Select the presence state you want to put agents in when wrapping up in the new “Service Presence CallQueue Wrapup Status” field.

When the agents are completing their Wrap-Up the state will be what you have selected. Once the Wrap-Up has been completed, or the timer has expired their state will change back to what they had before the call.

## Wallboards

You also get an additional alert on the wallboard if an agent is in Wrap-Up for longer than X Seconds. Please see the ‘Enhanced Wrap-Up’ section of [this guide](/v1/docs/queue-components) for more information.

![](https://lh7-eu.googleusercontent.com/ONDcpeoM8MjE4u-V_6iuwDXEraK-xe3hirzewORrwPko-RzNgNdqbfJMQ2cYQYdLLxQ1Njmnd8uQrVDJ6uGA8fPsu2MXT_iGiXfkeiKxk3_2_L4R3RttkWCXAVADwXL7vKfuR-8XNu_1XlPKV0DfOxQ)

Natterbox's newest user interface for voice communications that works within Salesforce, in a web browser, and on mobile.

An integration into Salesforce’s Service Cloud Voice app - Natterbox will act as the telephony provider for Service Cloud

Service Cloud Voice

An integration into Salesforce’s Service Cloud Voice app - Natterbox will act as the telephony provider for Service Cloud

## Related

- [Queue Components](/queue-components.md)
- [Call Queue App](/call-queue-app.md)