Series: Create queues

Configure after call work settings

Features coming soon: Agent Requested after call work

Configure after call work settings

Choose from the following after call work (ACW) options:

  • 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 will set their status back to available when they complete 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 changes the default workflow of the agents. After the agents complete an interaction, this option immediately places them in an idle state and available for the next interaction in the queue. When you select this option, agents do not have additional time to add notes or wrap-up codes when the interaction ends. If agents require after call work time, they can click to request extra time. This time can be limited to a specific length of time.

Note: 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.

Select the after call work option:

  1. Click the After Call Work list and select whether after call work is:
    • Optional (agents can opt out of selecting a wrap-up code after a call)
    • Mandatory, Discretionary
    • Mandatory, Time-boxed
    • Mandatory, Time-boxed no early exit
    • Agent Requested
  2. (Mandatory Time-boxed, Mandatory Time-boxed no early exit, and Agent Requested only) In the After Call Work Timeout (Seconds) box enter the number (in seconds) to wait before the agent receives more interactions.
    Note: This option only applies to voice interactions. The maximum number you can enter here is 900 seconds.


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