After-conversation work in Vonage Premier for Service Cloud Voice

Using Vonage Premier for Service Cloud Voice, you can benefit from After Conversation Work, a feature in Salesforce. Most calls require work after the call ends — for example, sending an email, writing some notes, or updating a case. The After Conversation Work feature enables supervisors to set and manage the amount of time agents spend on work after a conversation. This tells agents roughly how much time to spend on tasks. Supervisors can optionally allow agents to extend this time.

For information about After Conversation Work, see Set and Track After Conversation Work Time (Generally Available) (Salesforce help) and Wrap Up After a Call (Salesforce help).

Timeouts for wrap states

Timeouts for wrap states in VCC must be longer than after-conversation work time in Salesforce — if you give agents the ability to extend their after-conversation work time in Salesforce, make sure you also include this time. This will ensure that the agent is not in a ready state in VCC before they have finished their after-conversation work in Salesforce. If the agent is in a ready state in VCC, VCC may assign an interaction to them before they are ready in Salesforce.

You can configure timeouts for wrap states in various areas within VCC:

Outbound call timeouts
- Account level in Configuration (Account Settings). You should also leave the agent's state after wrap unchanged. For information, see Outbound Wrap-Up Time and Post wrap state/Post call state in Editing Configuration (Account Settings).
- User level in User Admin. For information, see Outbound Wrap Timeout in Configuring individual users.
Inbound call timeouts
- Group level in User Admin for inbound calls routed by an Automatic Call Distributor (ACD) applet using longest waiting behavior. For information, see Maximum time in wrap state (s) in Configuring groups.
- Call level in Interaction Architect for inbound calls routed by a Universal Contact Distributor (UCD) applet using skills based behavior. You should also leave the agent's state after wrap unchanged. For information, see Wrap timeout (seconds) and State after wrap in Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet.