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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