Should I include wrap-up time with Erlang C?
Yes. Wrap up time (or wrap time) is the time an agent remains unavailable after completing a call. It is usually the time which a call centre agent uses to complete any administrative tasks relating the the call such as entering an order. As wrap up time uses an agents time in the same way as actually handling a call, wrap up time should be included in the average call duration figure. However, when using Erlang B to estimate the number of lines required into a call centre to deliver inbound calls, wrap up time should not be included, but the average delay to all calls should be included as it queuing time occupies a trunk in the same way as conversation time.
