Enable communication level after call work

  • Admin role

Administrators and supervisors can now set After Call Work (ACW) at the communication level for all the channels including voice, chat, email, message, and callback. When enabled, the communication level ACW applies across all the ACW options, including time-boxed and agent-requested options. The timed ACW settings extend for all the digital channels in addition to voice. The agents can apply the required wrap-up code and perform other activities for digital interactions within the allocated time.

The supervisors gain more granular control over the time spent by the agent in completing an interaction and the ACW to improve the overall KPI and productivity of the agents. The communication level ACW delivers better analytics and paves way for all future enhancements built with this capacity. 

To enable ACW at the communication level for all the channels:

  1. Click Admin.
  2. Under Account Settings, click Organization Settings.
  3. Click the Settings tab.
  4. Under the Contact Center, enable Enforce Communication Level After Call Work (ACW).
  5. Click Save.

To configure after-call settings, see Configure after call work settings.