You can configure default After Contact Work (ACW) modes for Chat, Email, Messaging, and Voice channels. While configuring After Contact Work for a user, profile, or queue, if you select the Default ACW mode for any of the channels, Avaya Experience Platform™ Public Cloud selects the default ACW mode that you configured for the channel.
Before you begin
Log in to Application Center Administration as an account administrator.
Procedure
In the navigation tree, click Contact Center > Configuration.
Application Center Administration displays the Configuration page.
In the After Contact Work section, select a Mode for each of the channels:
Disabled: Select this option to disable After Contact Work.
Manual: Select this option to allow agents to manually change their state to After Contact Work.
Timed: Enter an After Contact Work duration between 1 second and 3600 seconds. Alternatively, use the default value of 120 seconds.
