Article #: 98

How To: manage and use the After Call Work (ACW) Timer once a call has been completed

Similar questions: manage and use ACW Timer, manage ACW Timer, use ACW Timer, navigate ACW Timer, understand ACW Timer

Purpose: demonstrate how to manage and use the After Call Work (ACW) Timer once a call has been completed, and understand when the timer applies.

What is After Call Work (ACW)?

After Call Work (ACW) is a designated period of time automatically granted to an agent immediately after finishing a call. This timer temporarily keeps the agent in an unavailable state, providing them a buffer to complete post-call administrative tasks—such as entering notes, updating a CRM, or finalizing a ticket—before the system routes the next interaction to them.

Note: ACW timers will only ever trigger for skilled calls. Direct transfers to agents will not trigger ACW. If an agent receives a direct transfer from another agent—even if that original call started in a skill group—the receiving agent will not be placed into ACW when the call ends.

Steps

1. Log in to the Contact Center Agent Client (CCAC).
2. After completing a call, beneath the Active Media section located on the left hand side of the screen, you will notice you are now in an ACW state, meaning you will not receive a call until you fulfill one of the three options:
   a. Wait for the timer to expire
   b. Click I Need More Time if you need more time
   c. Click I Am Done if you are ready to receive other calls