---
title: ACW - After call Work
slug: contact-center/N_lp-acw-after-call-work
docTags: 
createdAt: 2025-10-15T04:36:47.530Z
---

# 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:

1. **Single Timeout:** A single ACW value is set for all calls, regardless of whether they connected or not.
2. **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)

1. Navigate to the campaign settings for the desired Voice or Chat campaign.
2. In the **General Settings** tab, locate the **ACW Settings** section.
3. Enter the required timeout value (between 1 and 3600) into the **ACW Timeout (in sec)** mandatory field.
4. If you require different timeouts for connected vs. not connected calls, check the box labeled **"Configure for Connected and Not Connected Calls"**.
5. If enabled, ensure you enter two separate, non-identical values into the now-visible textboxes for **Connected Calls** and **Not Connected Calls**.
6. 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.



## Related Features/Modules