ACW - After Call Work

overview wrap up time, also known as after call work (acw), is a configurable period of time that an agent is given after concluding an interaction (like a call or chat) before they are made available to take a new one this time is dedicated to post interaction tasks how it works immediately after a call ends, the agent's status automatically changes to "wrap up " during this time, the system will not send them any new calls the agent can complete tasks like adding notes to the crm, sending a follow up email, or finalizing the call disposition the wrap up period can end when a predefined timer expires or when the agent manually indicates they are ready prerequisites a campaign must be created configuration steps set wrap up time location administrator > manage > \[campaign name] > general configuration action in the general configuration section, enter a numerical value in the wrap up time (seconds) field select the wrap up mode mandatory forces the agent to use the full time, while optional allows them to finish early admin forced is another available mode select different wrap up time (seconds) for connected and not connected calls use cases crm updating an agent uses the wrap up time to log detailed notes about the call, ensuring the customer record is accurate fulfilling promises an agent sends a promised follow up email with resources during their wrap up time complex dispositions for calls with multiple outcomes, the agent uses the time to accurately disposition the call for reporting purposes benefits improved data quality ensures that agents have dedicated time to accurately document call outcomes and customer information increased agent accuracy reduces errors by allowing agents to focus on post call tasks without the pressure of an incoming call enhanced customer follow up guarantees that agents have the time to complete any follow up actions promised during the call limitations if the wrap up time is set too long, it can decrease overall agent productivity if set too short, data quality may suffer