Latest revision as of 09:24, 23 July 2025

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.

Limits can be set at the team level with Exit After Call Work (teams), or the entire contact center Exit After Call Work (contact center).

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-<translate>= After Call Work =
+= 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''.
+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.
-For more information, see the ''Contact Center Administrator Guide'', section [[contact-center-administrator-guide/Teams|Teams]], and read the information about ''Exit After Call Work''.
+Limits can be set at the team level with [[Contact-center-administrator-guide/UsersandTeams/Teams#Exit_After_Call_Work|Exit After Call Work (teams)]], or the entire contact center [[Contact-center-administrator-guide/CallCenterConfiguration/GeneralSettings#Exit_After_Call_Work|Exit After Call Work (contact center)]].
-[[Category:FAQ]]</translate>
+[[Category:FAQ]]