ACW - After call Work

6 min

Overview

ACW (After Call Work) Settings define the mandatory time duration an agent is allowed to dispose of or "wrap" a call after the call has been disconnected. This duration starts upon call disconnection and ends upon its disposition.

The primary purpose is to ensure that agents promptly complete all administrative tasks related to the interaction, such as selecting a disposition code, adding notes, or performing other customer relationship management (CRM) updates.

Key Benefits

Enforced Efficiency: Mandates a specific time duration (between 1 and 3600 seconds) for call wrap-up, preventing agents from remaining in an idle state for too long after a call.

Automatic Disposition: If the agent fails to dispose of the call within the configured time, the call will be automatically disposed of, ensuring the agent moves to the next available state.

Granular Control: Allows administrators to define separate timeout values for calls that were successfully connected versus those that were not, offering tailored performance management.

Functionality

The ACW feature is configured at the campaign level and dictates the available wrap-up time for agents working within that campaign.

Mandatory Parameters

The ACW Timeout (in sec) field is a mandatory field when creating or modifying a campaign.

The provided value must be an integer between 1 and 3600 seconds.

Configuration Types

The system allows for two types of configuration for calls:

Single Timeout: A single ACW value is set for all calls, regardless of whether they connected or not.

Separate Timeouts: The administrator can enable the option to "Configure for Connected and Not Connected Calls," allowing two distinct, non-identical timeout values to be set:

Connected Calls: Calls successfully connected with both the customer and agent.

Not Connected Calls: Calls that could not be connected with either the agent, customer, or both.

Application Across Products

ACW settings apply to both voice and chat campaigns:

Voice Campaigns (Inbound/Outbound/Predictive): ACW is the period after a call ends where the agent must complete the disposition process.

Chat Campaigns: The ACW Connected (in secs) parameter dictates the duration after which an idle chat session will be automatically closed and disposed of.

Prerequisites

The campaign must be a Voice Campaign (Interactive Voice Application, Outbound, Parallel Predictive) or a Chat Campaign.

The ACW Timeout (in sec) field must contain a value between 1 and 3600 seconds.

If configured for separate timeouts (Connected/Not Connected Calls), the two values entered must be different.

Usage Instructions

1. Configuring ACW Timeout (Admin/Voice-Admin)

Navigate to the campaign settings for the desired Voice or Chat campaign.

In the General Settings tab, locate the ACW Settings section.

Enter the required timeout value (between 1 and 3600) into the ACW Timeout (in sec) mandatory field.

If you require different timeouts for connected vs. not connected calls, check the box labeled "Configure for Connected and Not Connected Calls".

If enabled, ensure you enter two separate, non-identical values into the now-visible textboxes for Connected Calls and Not Connected Calls.

Click "Apply" to save the campaign settings.

2. Agent Usage of ACW

Voice/Call: After the call disconnects, the agent must enter the correct Disposition Code and complete all wrap-up tasks before the ACW timer (set in the telephony panel) expires. If the agent fails to do so, the call will be automatically disposed of.

Chat: For chat campaigns, the ACW Connected (in secs) dictates the time an idle chat session remains open before automatically disconnecting.

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