Prerequisites
  • Admin role
  • Conversation > Settings > Edit permission
  • Conversation > Settings > View permission

Administrators and supervisors can set After Call Work (ACW) at the communication level for all the channels including voice, chat, email, message, and callback. Once enabled, the communication level ACW applies across all the ACW options, including time-boxed and agent requested options. The timed ACW timeout settings also extend to all digital interactions in addition to voice allowing administrators to control the agent experience for digital interactions.

Supervisors gain more granular control over the time spent by agents in ACW to improve the overall KPI and productivity of the agents. Communication level ACW delivers better analytics and paves way for all future ACW enhancements. 

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. (Optional) To wrap up the interactions that are in ACW and don’t have a timeout when the agents log out or close the Genesys Cloud desktop app or web app, enable the End Interactions Automatically when Agents Logoff setting.
  6. Click Save.

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

Note: When you use the Agent Requested option for ACW, ensure that the agents have the Conversation > Settings > View permission to view the Request After Call Work option in the call controls.