In modern contact centers, operational efficiency hinges on how quickly service representatives can transition between customer interactions. One often overlooked but critical phase is the wrap-up period—when service representatives finalize notes, update records, and prepare for the next engagement. Until now, wrap-up timers in Dynamics 365 Contact Center were limited to minute-level granularity. However, administrators were looking for more granular control to have a shorter wrap-up period after conversations. 

Administrators can now configure wrap-up timers in seconds. This means they have precise control over service representative availability. Additionally, they can streamline post-call workflows. 

Why it matters 

Contact centers vary widely in how much time service representatives need to wrap up after a conversation. For some, a full minute is excessive, leading to unnecessary idle time and reduced throughput. For others, shorter wrap-up periods can help meet aggressive service-level agreements (SLAs) and optimize resource utilization. 

Dynamics 365 Contact Center now allows organizations to set wrap-up time in seconds. This feature enables adaptation of wrap-up procedures to fit different operational requirements, accommodating both fast-paced settings and those needing additional flexibility. 

The enhanced wrap-up timer capability introduces configurable wrap-up durations starting at 30 seconds, down from the previous one-minute minimum. This flexibility allows contact centers to align wrap-up timing with service representative workflows and business goals. 

Sample scenario: High-volume retail contact center 

During a festive sale, a retail contact center faces a surge in webchat traffic. Previously, a 60-second wrap-up slowed service representatives’ availability. Now admins can set the timer to 30 seconds. This action lets them reclaim about 30 seconds per conversation without sacrificing note quality. 

Business benefits 

Organizations adopting second-level wrap-up timers can expect: 

• Improved service representative availability, especially in high-volume environments 

• Faster response times, helping meet SLA targets 

• Reduced operational costs, by minimizing idle time and optimizing service representative utilization 

These enhancements not only improve agent productivity but also contribute to better customer satisfaction and SLA compliance. 

Learn more 

To explore this feature in detail, visit the official documentation: Understand conversation states | Microsoft Learn

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