Genesys Cloud provides after contact work (ACW) functionality that allows agents to complete post-interaction tasks disconnection of a customer interaction. During ACW, agents can enter notes, select wrap-up codes, and perform other associated tasks. ACW time is counted as wrap-up time and factors into average handle time (AHT) calculations. Queue administrators determine whether ACW is required and establish time limits for completion. To complete ACW, agents display wrap-up codes by clicking the Wrap-up Codes button or ending the interaction, select an appropriate code, optionally enter notes, and click Done to finish. The Done button becomes available only after meeting minimum requirements, such as customer communication ending or wrap-up code selection. ACW time ends when agents click Done, and Genesys Cloud automatically saves selected wrap-up codes even if Done is not clicked before the ACW period expires. Two primary ACW configurations exist. For Mandatory, Time-boxed no early exit settings, a Save button replaces Done, requiring agents to manually save wrap-up codes and wait for the ACW timer to reach zero before receiving new interactions. For Agent Requested ACW settings, agents must explicitly select Request ACW after disconnecting to access ACW functionality and apply wrap-up codes; otherwise, they return to On Queue status immediately upon disconnection. If wrap-up codes are changed under mandatory settings, agents must click Save again to preserve modifications