Performing After Call Work

In many cases, when you have completed your interaction with a caller, you may need to enter notes, status, results, or other information to document the interaction and create an audit trail for future interactions with this caller. These tasks are referred to as after call work .

While you are performing after call work, you normally do not want to be interrupted by additional calls, so you should change your availability status to Not Ready - After Call Work. Note that this status/reason is available only if the system administrator has set the appropriate Genesys Configuration Manager option to display it.

  1. On the Availability Modes menu just under the Genesys Contact Center menubar, select Status: Ready > Not Ready > After Call Work. Note that the status can be changed to After Call Work automatically if the system administrator configured it this way at the Genesys Framework level.

    This changes your status to Not Ready - After Call Work. This is displayed on the Availability Modes menu and in the Status column for each media/DN under Media Channels.

  2. To enter notes, select the Notes tab on the Phone Call form.

  3. Click New Note to open the Notes dialog box.

  4. Enter a note Title, note text, attach files if desired, and click Save when you've completed your notes.

  5. You return to the Phone Call form. Close the form, and if you are ready to accept additional calls, change your status back to Ready.


Related Tasks:
Receiving a Call

Making a Call

Holding/Retrieving a Call

Hanging Up a Call

Closing the Phone Call Form

Transferring a Call

Conferencing