After Call Work
What could be driving up After Call Work (ACW) time so high?
In your current configuration, the ACW state could require agents to select the “checkmark” button to indicate that they are done. If ACW time is considered to be too high, you can set a timer on ACW on a team-wide basis. You may set a timer on ACW time by logging in as Admin to the Contact Center Administrator application and navigating to Configuration > Users & Teams > Teams.
For more information, see the Contact Center Administrator Guide, section Teams, and read the information about Exit After Call Work.