After call work in CX Cloud

View summary

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.

If your administrator has configured and set up the after call work component, the component displays on your Voice Call record page for the interaction, as shown in the following illustration:

You can now select wrap-up codes, review AI-generated summaries, and track ACW time directly on the Voice Call record page instead of switching to the Genesys Cloud CX Utility. The component clearly shows a timer to help you complete required tasks. To add after call work notes, edit the Description field under the Call Notes section on the Voice call record page, and enter your notes.