Feature Request: After Call Work (ACW) Popup Form for Queue Agents in VitXi

Wish List
1

Description

It would be very useful to have an After Call Work (ACW) popup form in the VitXi interface that appears automatically when an agent finishes a call from a queue.

Suggested workflow:

  1. Agent answers a call from the queue.
  2. When the call ends, a popup form appears automatically.
  3. The agent must fill required fields before becoming available again.

Example fields:

  • Call disposition
  • Customer type
  • Notes / comments
  • Follow-up required
  • Ticket number / CRM reference

Benefits:

  • Better call reporting
  • Standardized agent feedback
  • CRM / helpdesk integration
  • Improved quality monitoring

Optional features:

  • Mandatory fields before returning to queue
  • Custom form builder
  • API/Webhook integration
  • Export to reports

This feature would significantly improve call center workflow and post-call documentation.

3 Likes
2

Thank you very much for your suggestion. We will analyze this feature request in detail, as it could significantly improve the current call agents flow.,

1 Like
3

Dear @maynor
Any Updates on this request?

1 Like
4

This is a brilliant idea! If this could be done, VitalPBX would be an amazing product, full of features but at a low price!

1 Like
5

Hello!,

These features have been added to our roadmap.

We plan to implement them, but at the moment we do not have an estimated timeline to share.

Best regards,

1 Like
6

This would be even more powerful if the ACW supports multiple-layer wrap-up codes instead of a single disposition field.

Example workflow:

  • Main Category → Billing / Technical / Sales / Complaint
  • Subcategory → Payment Failed / SIP Issue / Upgrade Request
  • Detailed Reason → Customer Error / Provider Issue / Follow-up Needed

Benefits:

  • More accurate reporting and analytics
  • Better QA and performance tracking
  • Easier CRM/helpdesk classification
  • Improved automation and routing
  • More flexible KPI dashboards

It would also be useful to allow admins to create custom hierarchical wrap-up structures per queue or campaign.