After a Zendesk Talk call ends, an agent sits in a wrap-up status — finishing notes, updating the ticket — before becoming available for the next call. The Wrap-Up Time SLA measures the percentage of those wrap-ups an agent completes within a target duration, so you can see at a glance who is turning calls around quickly and who is spending too long between calls.

Qvasa already tracks average and median wrap-up time per agent. This SLA adds the piece those averages miss: a per-agent percentage within target that you can put on a scorecard.

Use the Wrap-Up Time SLA if your team lets agents stay in wrap-up as long as they need, and you want to set a suggested maximum and coach against it. A typical target is under 60 seconds.

If your Zendesk account already runs an automation that moves agents out of wrap-up automatically after a set time, you don't need this SLA — the automation is enforcing the limit for you. This metric exists specifically for teams that leave wrap-up open-ended.

A useful signal to watch for: if the team averages, say, 75% of wrap-ups under a minute and one agent is at 10%, that difference is an obvious coaching conversation.

Configure the SLA under Settings → Service Level Agreements, in the Voice group. Find Talk Call Wrap-up Time (seconds) and set a threshold in seconds (the default is 60; any value from 1 to 3600 is allowed) plus an optional target adherence rate — the percentage of wrap-ups you aim to keep within the threshold.

Each completed wrap-up is judged against the threshold individually: at or under the threshold counts as within SLA, over it counts against — so a single long wrap-up can't hide behind a good average.

Once the SLA has a threshold, its widgets appear in the widget picker under the Voice group. The family includes:

The widget's threshold and target rate default to your account-level SLA setting and can be overridden per widget — handy for comparing, say, a 30-second stretch goal against your standard 60-second target side by side.

The Wrap-Up Time SLA is scorecardable. The Qvasa Voice Performance scorecard template includes a Wrap-up Time section out of the box, so each agent's scorecard shows their percentage of wrap-ups within target alongside your other voice metrics. You can start from that template in the Agent Scorecard Library, or add the metric to a scorecard you already run.

Wrap-Up Time works alongside the separate Work Time productivity metric. Time spent in wrap-up is not counted as productive working time in Work Time — so the two together give the full picture: Work Time shows how much of an agent's logged-in day is productive, and the Wrap-Up Time SLA shows whether the wrap-up portion is staying inside your target.