After-conversation work
Set what agents must complete after a conversation, what is auto-filled, and where it is submitted.
Templates
One per category and interface
- Active
- Active
- Active
Support · Order issues fields
Auto-filled fields still need agent confirmation
| Field | Type | Filled by | |
|---|---|---|---|
| Summary | Long text | AI | |
| Category | Picklist | AI | |
| Subcategory | Picklist | AI | |
| Order number | Text | AI | |
| Disposition | Picklist | AI | |
| Resolution promised | Picklist | AI | |
| Follow-up date | Date | Agent | |
| Refund amount | Currency | Agent | |
| Internal note | Long text | Agent |
Destinations
Where the completed work is written
- Salesforce case
- Summary, disposition, fields
- Zendesk ticket
- Summary only
- Data warehouse
- All fields nightly
- Email to customer
- Optional, agent approved
Targets
Used in agent and team performance
- ACW target
- 90 seconds
- Auto-submit
- After 3 minutes idle
- Required before next call
- Yes