After-call wrap-up
Once a call ends, there are a few steps to take before you move on to the next customer. This page explains the wrap-up process, where to find your session notes and call history, and common mistakes to avoid.
What happens when a call ends
Section titled “What happens when a call ends”When you click End call and confirm, you are returned to the Dashboard. The video call session is marked as Completed in your call history.
If the customer ended the call from their side, you may briefly see a screen that reads:
“The meeting has been terminated by the moderator. Redirecting to dashboard in 5 seconds…”
You can click Go to dashboard to return immediately, or wait for the automatic redirect.
Review your session notes
Section titled “Review your session notes”If you took notes during the call, they were auto-saved. To review or complete them:
- Go to Call history in the left sidebar navigation.
- Find the call you just completed. It will be at the top of the list with a Completed badge.
- Review the call details: start time, duration, customer name, and agent name.
Disposition and after-call notes
Section titled “Disposition and after-call notes”Work with your manager’s instructions for recording call outcomes.
Review call recordings and transcripts
Section titled “Review call recordings and transcripts”If your organisation has recording enabled and the customer gave consent:
- Go to Call history in the sidebar.
- Find the completed call.
- In the Assets column, you will see options to View recording or View transcript if they are available.
Follow up with the customer
Section titled “Follow up with the customer”After the call, take any follow-up actions your team requires. Depending on your workflow, this may include:
- Sending a summary or quote by email
- Logging the call outcome in your CRM
- Scheduling a follow-up call or meeting
- Escalating to a specialist if the customer’s issue needs additional support
Escalation and handoff
Section titled “Escalation and handoff”If no in-app escalation is available, follow your team’s process for escalating calls (for example, transferring via phone or notifying a supervisor via your internal chat tool).
Common mistakes
Section titled “Common mistakes”| Mistake | How to avoid it |
|---|---|
| Closing the browser tab before notes are saved | Wait for the “Saved at [time]” confirmation in the notes panel before ending the call |
| Forgetting to review the customer’s history before the call | Open the Pre-call information panel as soon as the call starts |
| Not logging the call outcome | Follow your team’s process for recording outcomes in your CRM or notes immediately after the call |
| Leaving the queue open during a break | Coordinate with your manager and avoid clicking Join if you are stepping away |
What happens next
Section titled “What happens next”Once you have completed your wrap-up, return to the Dashboard and check the Customer queue for the next waiting customer.