If my queue is set to Agent Requested, how do I request ACW?

Prerequisites

The Conversation > Settings > View permission

After contact work (ACW)is the time after an interaction disconnects. Use this time to enter notes, select wrap-up codes, and complete any other tasks associated with the interaction. Genesys Cloud counts ACW as wrap-up time and factors it into the average handle time (AHT).

If your admin configures the After contact work (ACW) setting for your queue to Agent Requested, then you can only perform ACW if you select the Request After Call Work option.

To request ACW, during an active interaction, above the conversation click Request After Call Work.

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.