View source for 5.2:Agent-guide/HowtoWrapUpAfter-callWork

= How to Wrap Up After Call Work= 
Depending on the type of service you provide and your contact center practices, after a service interaction (call or chat) has terminated, the system may automatically change your state to [[agent-guide/HowtoInterpretYourCurrentStateInformation|''After Call Work'']] (ACW). You can use the time in this state to finish any work associated with the service interaction that has just ended.

After finishing the after call work for the current customer interaction, you have the following options:

* Click the '''Complete''' button [[File:Complete-Button-50.png|26px]]. This will finish processing the current interaction. If this was the only interaction at your desktop, you will be automatically switched to the next state, which may be [[agent-guide/HowtoInterpretYourCurrentStateInformation|''Ready'']] or [[agent-guide/HowtoInterpretYourCurrentStateInformation|''Not Ready'']], depending on the system settings and/or the state you may have previously requested. However, if you have other active interactions at your desktop, you may remain in the ''After Call Work'' state and continue working on the other interactions. Thus, when you handle multiple interactions simultaneously, it is recommended that you use the '''Complete''' button to finish interaction processing in the ''After Call Work'' state.

* If you are ready to receive another service interaction, you can click the '''User Status Indicator/Selector''' and [[agent-guide/HowtoMakeYourselfReady|select Ready]] from the drop-down menu. You will be switched to the ''Ready'' state regardless of how many interactions you may have had at your desktop. Processing of all such interactions will be finished.

* If you wish to make yourself temporarily unavailable to receive new service interactions, click the '''User Status Indicator/Selector''' and [[agent-guide/HowtoMakeYourselfNotReady|select Not Ready]] (or a specific reason) from the drop-down menu. You will be switched to the ''Not Ready'' state regardless of how many interactions you may have had at your desktop. Processing of all such interactions will be finished.


[[File:Call-Ended-ACW-50.png|thumb|800px|center|Complete button]]


You may be required to enter a disposition before finishing interaction processing. For more information, see [[agent-guide/HowtoEnterDispositionsandNotes|How to Enter Dispositions and Notes]].

Depending on the system settings, if you do not make yourself either ''Ready'' or ''Not Ready'' manually within the time allocated for after call work, the system may eventually switch you to the ''Ready'' or ''Not Ready'' state automatically.

Also, depending on your system settings, if there are other calls waiting in queue while you are in the ''After Call Work'' state, you may receive visual and audio notification of this fact.

'''Note:''' If you use a custom form in the ''Context Information Area'' for processing of data related to a specific call, the '''Complete''' button may appear on that form.