The Wrapup activity is shown when the agent was on a call that has ended but they still have the contact open and have not assigned an outcome yet. This wrapup phase of the call lets the agent complete any associated admin before moving on to the next call.
Short and long wrapup
Initially, the Wrapup activity is highlighted in blue.
If the duration of this activity exceeds a limit, currently 30 seconds, the highlight changes to red and an indicator shows to the left of the agent's name.
As an Admin, this indicator might let you know that an agent is having problems with the wrapup phase for that contact. Agents who regularly go to long wrapup may need further assistance or training to help them with their post-call admin.
It should be noted that for some clients it may be normal or expected that agents go to long wrapup regularly, depending on how much work the agent needs to do at the end of each call.
Office indicator
As well as showing you an indicator for each agent who is in long wrapup, Stagelight also shows an indicator for each office (or project, depending on your choice Group by), showing how many agents are in long wrapup for that office.
In the screenshot above, shows that there is only 1 agent in long wrapup among the agents working with no office.