Main, Wrap, and Spill

[Roque]

What's the timing to go from Main to Wrap and finally Spill?  Where or what file do I modify to adjust the time a call stays in each of the three priorities?

Thanks in advance.

[QueueMetrics]

QM is just a reporting packagage, so it knows nothing about how you set up your Asterisk box. It just allows for grouping together known sets of agents to make sense of reporting if you use queue penalities.

[Roque]

Understood.  Thanks!