Calls dropped - Agent wrap-up?

Hi all

I have an issue with one install.

An agent in a queue receives a call and then goes to transfer it to another user. They press Xfer and start dialling the destination number but haven’t pressed dial/xfer yet.

At the same time, a new inbound call comes into the queue and their phone displays this new inbound call, in the process, loosing the call they were about to transfer.

Am I correct in thinking that the wrap up time variable should resolve this, if set to 10 seconds?

I am wondering if a call put on hold is counted as a “successful call” if not, then it wont help, in that case, any ideas?