Wrap Up After a Call

How It Works

You have a set number of seconds to complete wrap-up tasks before you’re available for a new conversation. When time is up, your work is considered complete whether you close the record.

Note To wrap up a call faster, use Einstein Work Summaries to generate your call summaries for you.

If You’re Done Early

If you finish your wrap-up work before an ACW period runs out, click All Done or close the record tab in the console to show that you’re ready to help the next customer. Making an outbound conversation or changing your status during the ACW period also ends the countdown and closes the agent work. If you log out of Salesforce during an ACW period without marking it done, the ACW period continues for a little over a minute.

Extend Wrap-Up Time

If you need more time to finish your wrap-up work, click Extend. Your admin sets the extension time and how many extensions you can make on your work. An extension pauses the ACW timer to prevent you from being put back into available status before completing after conversation work.

If a Call is Transferred

When a call is transferred from one rep to another, each rep’s ACW period begins the moment they exit the call. This behavior applies to both warm and cold transfers.

For Amazon Connect contact centers, a call can be transferred to a rep during active After Conversation Work time. The transferred call interrupts and ends ACW, and Omni-Channel no longer lists the previous call in a rep’s active work.

If an Inbound or Outbound Call is Canceled

When a caller cancels an inbound call that hasn’t been connected to a rep or you cancel an outbound call, you don’t enter the After Conversation Work flow. Although the Voice Call tab can still be open and lower your rep capacity, the ACW component doesn’t appear. If the Respect Agent Capacity option is enabled, you don’t receive another call until you close the record tab in the console.

Don’t see the ACW component, Extend button, or timer on a call or messaging record?

If you don’t see the ACW component or Extend button on a call or messaging record, your admin likely hasn’t set up the features. In this case, there’s no wrap-up work time limit or extend wrap-up work option. Keep the call record open in the console until you complete your work for the call. Then close the record so you’re available for another customer.

If you don’t see the timer, your org might have Omni-Channel Fallback Mode enabled. In this mode, ACW isn’t supported. To free up your capacity after a call or messaging session completes, click All Done.