Configurar el trabajo posterior a la llamada para las solicitudes de los agentes

After call work (ACW) allows agents to perform follow-up tasks such as adding notes or completing dispositions after a call ends. In Genesys Cloud, administrators can configure ACW behavior at the queue level, providing flexibility to match operational workflows. To allow agents to request after call work, configure the queues in Genesys Cloud. For more information, see Create and configure queues.

Genesys Cloud offers several ACW configuration options for queues, including Agent Requested, which allows agents to explicitly request after call work to complete the wrap-up notes for a voice call. To allow agents to request after call work, ensure that you set up the following components in CX Cloud:

When an agent receives or makes calls through Omni-Channel in the Salesforce Service Cloud Voice console, the interaction utility component embedded in the voice call record page displays the Request after call work option as shown in the following screenshot:

This image is a screenshot of the interaction utility that displays the Request after call work option.

Note: Ensure that the agents are assigned the Conversation > Participant > Wrapup permission to view the Request after call work option in the interaction utility.

This option allows agents to indicate whether they want after call work for the interaction. 

For more information, see After call work in Genesys Cloud CX Utility.