Blended operations and autodial · practice · 12 min full read
A disposition is what the dialer remembers. A final code stops the record. A retryable code brings it back after the redial rules. Wrap time, in the simulator, is the gap before the agent is free again. Five9's pause-before-transfer is a different gap, on the next inbound delivery, and it is not reported as hold.
If wrap is fiction and pause is zero, a blended agent finishes one call and is instantly eligible. That is how a progressive book and an inbound queue trade the same person every few seconds.