After call work in Genesys Cloud CX Utility

Use After Call Work to indicate the outcome of an interaction. If your administrator has set the after call work codes and time for an interaction in a queue, then the After Call Work window opens automatically when an interaction ends. When your administrator has set the Agent Requested option for after call work option in the corresponding Genesys Cloud queue, you get to select the option to request after call work. In the interaction utility component, the Request after call work option appears.

When you select the option, the option is highlighted in blue as shown in the following screenshot:

Complete after call work

After you end the interaction, complete the after call work:

1. Search for and select the appropriate wrap-up code for the voice call.
2. In the Insert notes box, add any additional information about the interaction.
3. To complete the after call work, click Submit.

When you submit the after call work, the notes are saved into the Description field and the wrap-up code is saved in the Call Resolution field of the Voice Call record in Salesforce for the first time. Thereafter, do not update the notes in Salesforce or Genesys Cloud as the notes are not synchronized between them.

Pending wrap-ups in Genesys Cloud CX Utility

You can choose to complete the notes for after call work later and close the After Call Work window. Depending on the expiration time set for wrap-up by your administrator, the after call work displays under Pending Wrap-ups in the Genesys Cloud CX Utility window.