Configure After-Call Work

The Request After-Call Work feature allows agents to manually request additional wrap-up time during active interaction. Agents can request after-call work for the ACD interactions.

The After-Call Work option is queue-based, because it is controlled by a setting configured on each individual queue.

To enable this feature administrators must configure the queue settings as follows:

1. Log in to Genesys Cloud.

2. From the menu, navigate to User Management > Queues.

3. Select the desired queue.

4. Set After Call Work to Agent Requested.

5. Save the configuration.