Post-Contact Work Overview

Post-contact work refers to system-initiated "unavailable time" that agents can use to complete work after a contact ends. This work may include a dispositionResult that the agent or system assigns to the contact when the interaction ends., or note taking in a third-party system such as Salesforce. There are two types of post-contact work - Automatic Wrap-up and Dispositions. Post-contact work is set at the skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. level (in the Post-Contact tab). See below:

The image above has Automatic Wrap-up selected, but if you click the Dispositions radio button, different options will appear.

When you create or edit a skill, you can tell the system exactly what to do when a contact ends. One option is to use Automatic Wrap-up , which gives your contact center agent a minute or two (you can set the amount of time) to breathe, scream, take notes about the contact, etc. The other option is to use a Disposition at the end of a contact. For example, with a Disposition, your agents can answer questions from a multi-selection box at the end of a contact.

A third option for post-contact work is for chat only, and that option is to display a Thank You page when the chat is completed.

Your skill must be tied to an Unavailable Code to use Automatic Wrap up, or your skill must be tied to a disposition to use Dispositions. The reason for this association is that the system know what skill is being used, but it needs to know what to do when the contact ends.

When do I use automatic-wrap up vs. Dispositions for Post-Contact work?

Both options are considered After-Call Work. However, Automatic Wrap-up is used when you just want to put the contact center in an unavailable stateThe availability status of an agent. at the end of the contact for a specified amount of time. In this time period, your contact center agent can write up notes about their interaction with this contact.

Dispositions also place the contact center agent in an unavailable state, but the difference is that the system will show certain "responses" or dispositions that the agent can select from in order to tell the system how to proceed. For example, if a contact commits to purchase a certain amount, then when the contact ends, the contact center agent can select the disposition assigned to the skillClassification assigned to agents based on abilities, specialties, and knowledge and used to facilitate the delivery of contacts. used for that contact and enter a committed amount.

If you do not have dialer enabled, then your dispositions will not work.

What does an agent see at the end of a contact?

The answer to this question depends on how your administrator has configured the system to respond at the end of the contact. Any of the media typesA medium, such as voice, email, and chat, through which a contact connects with an intended recipient. (voice, voicemail, chat, email, or work itemCustomizable method of delivering contacts to an agent via Studio scripts.) can end with the agent being automatically placed in an unavailable stateThe availability status of an agent. for a specified period of time to allow them to write up notes about what happened in their interaction with the contact, or maybe even take a minute to grab their breath before the next contact. See below.

Similarly, any of the media types can end with the agent being automatically placed in an unavailable state to complete a Disposition.

Only chat contacts can end with a Thank You message.

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