After call work
Give agents time after each call to tag, log, and prepare before the next conversation.
Answering a call is only part of the job. After the conversation ends, agents often need a moment to write up notes, update a record, tag the call, or simply reset before the next call comes in. If the queue immediately offers the next caller the instant someone hangs up, those steps get skipped and quality suffers over the course of a day.
After-call work, configured in Voxbi as wrap-up time on a queue, adds a controlled pause between the end of one call and the moment the agent becomes available for the next. During wrap-up, the agent is not rung. The queue continues serving other agents and holding callers. When the wrap-up period ends, the agent re-enters the rotation automatically. The length of the pause is set by the administrator in the Voxbi Cockpit and applies to every agent in that queue.
When you'd use after-call work
A support team handles technical queries that require a ticket or case note after every call, and agents need a consistent window to complete this without pressure.
A sales queue has post-call steps (updating a pipeline, scheduling a follow-up) that take a predictable amount of time after each conversation.
A busy reception queue runs agents hard during peak hours, and a short wrap-up window protects call quality by preventing back-to-back calls with no recovery time.