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