After-call work feeds the next dial

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.

• Separate wrap, pause, and hold
• Let dispositions decide the next dial

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.

Do not add them into one number.

Time the gap

In the bench, set wrap to 45 seconds and watch idle fall.

1. Run progressive
2. Add wrap
3. Say what pause would do on the inbound side

You did not call wrap 'hold'.

• Final code? Stops the record.
• Pause vs wrap? Different gaps.
• Default system redials? Often five.
• Simulator wrap? Teaching delay.

Glossary. RFC 4733: Telephone events, the usual way DTMF rides in the media. RFC 4733

Sister technologies. GenAI Studio. Prompts and knowledge. Agent Assist summaries are the initial consumer the page names. GenAI Studio

Config. In the bench, set wrap to 45 seconds and watch idle fall.

Troubleshooting. Inbound pause is 0. Outbound wrap is a disposition timer of 0. Set the controls that exist.

Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.

Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.