Genesys Cloud - Main

Hello Genesys Community,

How can we make notes available before agents complete After Call Work (ACW)?

In our organisation we transfer many calls to other deparments and include notes (currently in PureConnect, but soon in Genesys Cloud). We noticed an issue where notes only become availbale for the next agent after completing ACW in Genesys Cloud.

The Genesys Resource Center states this: "Any notes that you enter, either before or after you transfer an interaction, are available to the next agent after you complete ACW."

For our organisation this is a problem as the ACW time is used for documenting the conversation, completing certain actions, etc. The result is that calls get transferred and the second agent does not have any of the notes  from the first agent (as the first agent is still working in ACW). Now the second agent has no idea what the customer is calling for or what is expected of him/her, which is suboptimal, to say the least.

We are looking for a solution or workaround. Has any one of you experienced this or solved this in any way? Please let us know, thank you!

Hi Maarten,

It's possible to add a field to the script where the agent can type freely, similar to Notes. The difference is that this information is saved in the participant's data, and when there's a transfer to another agent, this content will be automatically populated in the same field. I believe that this way, it's possible to solve the problems mentioned.

------------------------------
Alesson Santos
Mid-Level Developer

Original Message:
Sent: 02-04-2026 05:29
From: Maarten de Wit
Subject: Request for help: How can we make notes available before agents complete After Call Work (ACW)?

Hello Genesys Community,

How can we make notes available before agents complete After Call Work (ACW)?

In our organisation we transfer many calls to other deparments and include notes (currently in PureConnect, but soon in Genesys Cloud). We noticed an issue where notes only become availbale for the next agent after completing ACW in Genesys Cloud.

The Genesys Resource Center states this: "Any notes that you enter, either before or after you transfer an interaction, are available to the next agent after you complete ACW."

For our organisation this is a problem as the ACW time is used for documenting the conversation, completing certain actions, etc. The result is that calls get transferred and the second agent does not have any of the notes  from the first agent (as the first agent is still working in ACW). Now the second agent has no idea what the customer is calling for or what is expected of him/her, which is suboptimal, to say the least.

We are looking for a solution or workaround. Has any one of you experienced this or solved this in any way? Please let us know, thank you!

#Telephony

------------------------------
Maarten de Wit
-
------------------------------