Genesys Cloud - Main

In this video @Santosh Bhandari talks about the new functionality available in CX Cloud from Genesys and Salesforce now supporting agent initiated after call work

Agents can now explicitly request After Call Work (ACW) to complete wrap-up notes for a voice call in the CX Cloud from Genesys and Salesforce integration. When administrators configure Genesys Cloud queues with the Agent Requested ACW option, agents see a Request After Call Work button in the interaction utility tool embedded in the voice call record page within the Salesforce Service Cloud Console. This enhancement gives agents the flexibility to decide whether they need time for post-call documentation. If ACW is required, agents can request it before the call ends; if not, then they can proceed directly to the next task. 

Release Notes: https://help.mypurecloud.com/releasenote/august-4-2025

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Please post any questions or comments below, or email us at TAMStudios@Genesys.com