After Contact Work Mode (ACW)

After Contact Work (ACW) is the status that all agents are automatically placed into when a call has ended. It gives you time between each contact to complete any administrative tasks that are required by your organisation.

These timings are set by your system admins who can also set whether you are given the option to extend the normal ACW timing. After Contact Work mode is easily identified as the SmartAgent Work Window screen turns grey/black.

This screen can be figured in different ways for different queues and can be amended by system admins, so you may have different options to complete depending on the contact type.

The time remaining will show in the top right of the ACW screen – if you are allowed to extend this there will be an Extend button next to it:

Once, you have completed your mandatory fields (marked with an *) on the contact log tasks following the call the “finish wrap up” button will be available for you to select.

Unless you have specified a “next status” you will then automatically be placed back into Available status ready to receive another contact.