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The wrap up timer that appears in the conversation panel once the call with a client is ended, does not appear quite intuitive. If the wrap up time-out is set after x min, the wrap up timer will keep on going even after the time-out has expired and the agent's capacity has been freed. In this sense, for the agent it is not very clear when his capacity is released. The suggestion would be to differentiate between a "wrap up timer" that ends when the wrap up time-out has expired and a timer showing the "available since" starting when the wrap up time-out has expired. The "available since" would appear after the red "wrap up timer" and could be represented with a green timer to show the agent that his capacity has been released although he is still working on the past conversation.

STATUS DETAILS
New