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After-Contact Work

After-contact work (ACW) is the last step of every call and chat. You choose a wrap-up code that records the outcome, for example "Booking changed" or "Complaint logged", add any notes, and submit. Until you submit, the task stays in your Conversations list and counts towards the number of contacts you can hold, so finishing wrap-up promptly frees you for the next one. The code and notes are saved with the task, which is how your team reports on outcomes.

Before You Start​

The wrap-up codes, and the rules about whether a code or notes are needed, are set by your administrator. They apply to everyone in the environment.

Opening After-Contact Work​

  • Calls: select End Call, and the After-contact work panel opens. It also opens on its own if the caller hangs up first.
  • Chats and other tasks: select Wrap Up.

If you reload the page after a call has ended, the panel opens again for that call. A chat or other task goes back to its task view instead, so select Wrap Up again.

Completing Wrap-Up​

  1. In Wrap-up code, choose the code that matches the outcome. The list shows "Select a wrap-up code" until you pick one.
  2. In Notes, add anything the next person to deal with this customer should know.
  3. Select Submit Wrap-Up.

The task leaves your Conversations list. The workspace opens your next task, or shows You're all caught up if there isn't one.

Rules Your Administrator Sets​

  • A code is required. Submit Wrap-Up stays unavailable until you choose a code. You can change the code, but you can't clear it.
  • A code is optional. You can clear the code and submit with notes only, or with nothing at all.
  • No codes have been set up. The panel shows "No wrap-up codes are configured. Add notes below and submit to complete this task." Add notes if you need to and select Submit Wrap-Up.
  • Notes are turned off. The Notes field is unavailable and shows "Notes are disabled by the ACW configuration."

Only codes your administrator has turned on appear in the list.

Auto-Wrap Timeout​

Your administrator can set a target time for wrap-up. When they have, the panel heading shows it, for example Auto-wrap timeout: 60s. Aim to submit wrap-up within that time.

Notes from the Notes Tab​

The Notes tab in the task view is a scratchpad for while you work. Before you submit, copy anything you want kept with the task into the Notes field in the wrap-up panel.

Troubleshooting​

Submit Wrap-Up Is Unavailable​

A code is required and none is chosen. Choose a code from Wrap-up code.

The Code You Need Isn't in the List​

Codes are managed by your administrator. Choose the closest code, describe the outcome in Notes, and ask your administrator to add the code. Administrators manage codes under Wrap.