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After-Call Work and Disposition Capture

Description

Provides a structured wrap-up interface where agents select call dispositions, add notes, and complete CRM updates during the after-call work (ACW) period. Disposition data is written back to both the platform interaction record and the CRM activity.

Canonical use case

After ending a call, an insurance agent selects 'Claim Escalated' from a disposition list, adds a free-text note, and clicks Submit — the disposition and note are saved to both ExpertFlow and the Salesforce case.

Open Items

  • [ ] Canon alignment — populate canon_axiom_refs or confirm no existing axiom applies
  • [ ] Dependency assessment — set dependencies_assessed: true once SA has reviewed the full chain
  • [ ] effort_estimate — replace 0 with rough engineering days (order of magnitude)
  • [ ] public_description — write the public-facing description before publishing