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Configure after call work settings

AI-generated summary

Genesys Cloud enables configuration of after call work (ACW) settings for queues with multiple operational modes to accommodate different workflow requirements. Organizations can set ACW as optional, allowing agents to opt out of wrap-up codes; mandatory with discretionary duration, where agents choose their ACW length; mandatory with time-boxed limits up to 3600 seconds, automatically transitioning agents to available status; mandatory with time-boxed no early exit, preventing premature status changes and providing cool-down periods; or agent-requested, requiring explicit ACW requests before interaction disconnection. Wrap-up codes are mandatory for queues with ACW configured, with direct transfers and internal calls inheriting the original queue's wrap-up code settings. If agents fail to enter a code before timeout expiration, Genesys Cloud assigns a default timeout code. The system supports wrap-up code assignment across callback interactions and outbound dialing. Genesys recommends against using the agent-request option for outbound campaigns due to potential accuracy compromises. When agents log off or close browsers without ending ACW interactions, organizations can configure automatic interaction closure using the End Interactions Automatically when Agents Logoff setting, which applies a system wrap-up code (ININ-SYSTEM-LOGOUT). Agents can only save wrap-up codes and notes when they request ACW time and enter the ACW period interaction completion. Administrators can set ACW timeout periods up to 3600 seconds for voice interactions; enabling Enforce Communication Level After Call Work extends timeout application to chat, email, message, and callback channels. When interactions are transferred between agents in different queues, the receiving agent inherits the transferring queue's ACW settings and wrap-up codes unless direct internal calls are used instead. Callback interactions require wrap-up codes regardless of ACW settings, and outbound dialing may assign wrap-up codes that appear in exported contact lists and conversation events

Series: Create queues

Previous suggested step: Create queues

Next suggested step: Configure wrap-up codes

Configure after call work settings

Select the after call work option:

Click the After Call Work list and select whether after call work is:
- Optional: This option allows agents to opt out of selecting a wrap-up code after a call. This feature is useful if your organization does not use wrap-up codes and your agents do not need after call work time.
- Mandatory, Discretionary: This option enables agents to choose how long to remain in ACW status. In this case, they must set their status back to available when they complete after call work.
  Note: If you choose Optional or Mandatory, Discretionary, the interaction closes only when the agents manually end the interaction after it moves to ACW. If an agent logs off or closes the browser without ending an interaction that is currently in ACW, the interaction does not wrap up. To force wrap up to such interactions, configure the End Interactions Automatically when Agents Logoff organization-level setting. The interactions close with a system wrap-up code, ININ-SYSTEM-LOGOUT. For more information, see Enable communication level after call work.
- Mandatory, Time-boxed: This option sets the maximum amount of time that agents remain in the ACW state to complete after call work. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified.
- Mandatory, Time-boxed no early exit: This option prevents agents from setting themselves back to available if they complete after call work early. They remain in ACW status and automatically return to available status at the end of the time-out period. This feature is useful to give agents a "cool down" period between interactions.
- Agent Requested: This option needs agents to specifically make a request for after call work before they disconnect the interaction.
  Note:
  For agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations > Settings - View permission. For more information, see Enable communication level after call work.
  - If agents request ACW: After the interaction disconnects, they move to ACW status for the time period set on the queue and experience the same process as Mandatory, Time-Boxed ACW.
  - If agents do not request ACW: After the interaction disconnects, they move to an idle state and become available for the next interaction in the queue. The agents can no longer go into ACW.
  - Agents can save the wrap-up codes and notes that they select during an interaction only if they request for ACW time and enter the ACW period after the interaction ends. If the agents do not request for ACW, they cannot save the notes or wrap-up codes.
(Applicable only to Mandatory, Time-boxed, Mandatory, Time-boxed no early exit, and Agent Requested settings) In the After Call Work Timeout (Seconds) field, set the time that the agents have for after call work before they receive more interactions. The maximum number that you can enter here is 3600 seconds. This timeout period applies only to voice interactions. To apply the timeout period to other channels such as chat, email, message, and callbacks, enable Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.

Notes:

If an interaction (assigned to an agent in a queue that has ACW configured and requires a wrap-up code to be selected) is direct transferred to another user, and if the receiving agent is not the member of a queue and does not have permissions to assign wrap-up codes, the agent will still have ACW time for their segment of the interaction and will still have to select a wrap-up code from the list available in the queue for the previous segment.
When agents make an internal call to another agent who is a member of a different queue, the receiving agent inherits the ACW settings and the wrap-up codes of the transferring queue. To avoid this, agents can make direct internal calls instead of calling on behalf of the queue. The receiving agent still receives the call as an ACD interaction.
When agents make a call from a callback, the interaction requires a wrap-up code, regardless of the ACW setting. The agent must enter a wrap-up code even if the ACW is set to Optional.
Agents usually assign wrap-up codes during after call work. If agents do not assign a wrap-up code before the specified time expires, Genesys Cloud assigns the default ININ-WRAP-UP-TIMEOUT wrap up code. In some circumstances, outbound dialing assigns wrap-up codes. These codes appear in exported contact lists or conversation events. For more information, see Wrap-up codes assigned by outbound dialing. Genesys recommends that you do not use the Agent requested option in outbound dialing because it allows agents to skip after call work that may result in outbound campaigns performing inaccurately.

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