After Contact Work (ACW) and Wrap Codes

After Contact Work is a feature of NEONNOW to allow agents the ability to choose a wrap up code and fill out interaction notes after each interaction. To enable ACW, toggle the After Contact Work to ON from Contact Centre--> instance --> Settings --> Agent.

Wrap up Codes can be either assigned to all quueus, or selectively assigned to specific queues. This restricts the Wrap Codes shown to the Contact centre agent to select from.

To enable Wrap up Codes, toggle the Interaction Outcome to ON from Contact Centre--> instance --> Settings --> Agent.

To specify Wrap up Codes, click on Wrap up Codes and Groups under Interaction Outcomes. On the next screen, click on the + sign to add Wrap up Codes or Wrap up Groups.

A Wrap up Group can be used to group several Wrap up Codes. Wrap up Groups are shown as folders under the Home icon.

To assign Wrap up code to a queue, click on Queues tab, and click on the 3 dots on a specific queue then choose Assign Codes to This Queue. On the next screen, select individual Wrap up Codes or select a Wrap up Group. When a Wrap up Group is selected, all Wrap up Codes in that Group will be selected, you can click on the X to remove a particular code.

Click on Save