I'll answer for DLRes since I don't work there anymore.

DL does have Wrap time and you are rated on average call time. I can't remember what the goals were but a random 30min call would be okay as long as it isn't too often. I did General RES, Reissues, and DL Direct(and some GM/PM overflow if the SMS agent didn't do reissues). AFAIK, Usually the SMS agents were not held to those standards so much but if the total waiting calls was high and you were on a call for really long, a sup would come by and ask you to wrap it up.

During the low times, like the weekends or a holiday with no IROPS, you could chat away.