Why is wrap-up time not applied when a call is transferred?

Please note that with warm transfers, an additional call leg is created, and wrap-up time is applied. However, with cold transfers, the existing call leg is transferred directly, and therefore no wrap-up time is assigned.
 
Here are a few workarounds you might consider: 

1. Place the call on hold before transferring to allow time for note-taking. This works best if the notes take only a few seconds, as the customer will be on hold during this time.
2. Train agents to manually switch to “busy” or “unavailable” status after a transfer to allow time for note-taking, and return to “available” once ready to take new calls.
3. Use the API/Webhooks: You can listen for the call.transferred webhook event and programmatically change the agent’s status to “unavailable” using the Update a User API. This would require some custom development.