After-call work allows agents to have a dedicated block of time after hanging up to complete crucial call qualification tasks. Use after-call work to give your team dedicated time to log notes, apply tags, and update customer details immediately after a call. In this guide, you’ll learn how to enable after-call work, set mandatory post-call requirements, and log details directly from the dialer.
Prerequisites
- You must have a Ringover Business account to access this feature.
Configure and manage after-call work
1. Enable after-call work for your users
Activate after-call work on a user-by-user basis and define the exact duration they receive to complete post-call tasks.
- Go to your Users page.
- Select the user you want to configure and click on "Edit".
- Select "Permissions".
- Scroll down to the "Calls" section.
- Activate the "After-call" option.
- Choose your desired after-call duration (e.g., 25 seconds).
- Turn on the "Note required" and/or "Tags" options, if you need it.
⚠️ When these options are enabled, you cannot end the call until the duration has been completed. The tag or note button will turn red if you try to end the call. If you don’t want to add anything, simply wait until the duration is over.
2. Submit after-call work in the dialer
Understand how agents interact with the after-call work screen when completing a call.
- Complete your phone conversation and hang up.
- View the after-call window that automatically appears with your pre-set countdown timer.
- Select the appropriate call tag.
- Type your notes.
- Click on "End call" to submit your work and make yourself available for the next call.
🎉 You now know how to configure and use after-call work !