If the agents do not request for ACW, they cannot save the notes or wrap-up codes. Agents can save the wrap-up codes and notes that they select during an interaction only if they request for ACW time and enter the ACW period after the interaction ends.If agents do not request ACW: After the interaction disconnects, they move to an idle state and become available for the next interaction in the queue.If agents request ACW: After the interaction disconnects, they move to ACW status for the time period set on the queue and experience the same process as Mandatory, Time-Boxed ACW.For more information, see Enable communication level after call work. Agent Requested: This option needs agents to specifically make a request for after call work before they disconnect the interaction.įor agents to view the option to request ACW, you must enable Enforce Communication Level After Call Work (ACW) and grant agents the Conversations > Settings > View permission.This feature is useful to give agents a "cool down" period between interactions. They remain in ACW status and automatically return to available status at the end of the time-out period. Mandatory, Time-boxed no early exit: This option prevents agents from setting themselves back to available if they complete after call work early. If they finish after call work early, they can change status to receive new interactions, or automatically become available at the end of the time specified.
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