After-Call Work
Wrap-up codes, call notes, follow-up callbacks, and the ACW timer in VoiceCenter.
After-call work (ACW) is the time between hanging up a call and becoming available for the next one. During this time, you select a wrap-up code, add notes, and optionally schedule a follow-up callback.
The ACW Flow
Call ends
When a call ends (either party hangs up), VoiceCenter enters the after-call work state. The ACW timer starts counting.
Select a wrap-up code
Choose a disposition from the wrap-up code dropdown. Your administrator defines the available codes. Common examples:
Code Meaning Sale A sale was completed Callback Requested The caller asked to be called back Information Given The caller's question was answered Wrong Number The call reached the wrong person No Answer The caller did not respond Voicemail Left You left a voicemail on an outbound call Escalated The call was transferred to a supervisor Add call notes
Type any relevant notes in the notes field. Notes are saved with the call record and visible to supervisors reviewing call logs.
Schedule a follow-up (optional)
If the caller needs a callback, click Schedule Callback to set a reminder. See the Follow-Up Callbacks section below.
Complete ACW
Click Done or wait for the ACW timer to expire. You return to an available state and can receive the next call.
Wrap-Up Codes
Wrap-up codes (also called disposition codes) categorize each call outcome. They serve several purposes:
- Reporting -- Supervisors and analysts use disposition data to understand call outcomes.
- Automation triggers -- Wrap-up codes can trigger automated actions (e.g., sending a follow-up email when "Callback Requested" is selected).
- Quality assurance -- QA teams review dispositions alongside recordings.
Required vs. optional
Your administrator controls whether wrap-up codes are required before you can return to the available state. If required, you cannot skip this step.
The ACW Timer
The ACW timer shows how long you have been in after-call work. Depending on your queue or team configuration:
- Timed ACW -- You have a fixed window (e.g., 30 seconds or 60 seconds) to complete your wrap-up. When the timer expires, you automatically return to available status.
- Untimed ACW -- You stay in ACW until you manually click Done.
Your supervisor can see your ACW time on the Team Monitor and may follow up if you are in ACW longer than expected.
Call Notes
Notes are free-text fields attached to the call record. Best practices:
- Keep notes concise but informative.
- Include the caller's key concern and the resolution.
- Mention any promises made (e.g., "Will call back with pricing by Thursday").
- Avoid including sensitive data like full credit card numbers.
Notes are visible to anyone with permission to view the call log entry.
Follow-Up Callbacks
When a caller requests a callback or you need to follow up later:
Click Schedule Callback
After the call ends, click the Schedule Callback button in the ACW panel.
Set the date and time
Choose when the callback should happen. You can set it for later today, tomorrow, or any future date.
Add callback notes
Describe why you are calling back so you have context when the reminder fires.
Save the callback
The callback appears in your scheduled tasks. VoiceCenter sends a notification reminder when it is time to call.
Callback reminders
Scheduled callbacks trigger a notification through the VoiceCenter notification bell. Click the notification to open the dialer with the caller's number pre-filled.
ACW Metrics
Your ACW time is tracked as part of your agent performance metrics:
| Metric | What It Measures |
|---|---|
| Avg. ACW Time | Average time spent in after-call work across all calls |
| Total ACW Time | Sum of all ACW periods in the selected date range |
| ACW % | Percentage of your shift spent in after-call work |
Supervisors can view these metrics in Agent Performance reports.