With the After Contact Work (ACW) feature, agents can perform additional work after an interaction. As an account administrator, you can enable ACW per channel or per queue in Application Center Administration.

If you enable ACW for a channel, agents enter the ACW state after ending an interaction in the channel. Examples of channels include hybrid voice, text messaging, or email. If you enable ACW for a queue, the agents that work on a particular queue enter the ACW state after ending an interaction in that queue.

In the ACW state, agents can see the transcript and duration of the interaction, the interaction details, and the duration of the ACW state. Agents can select a disposition code for each digital interaction. For a Avaya Experience Platform™ On-Prem voice interaction, agents can select more than one work code. Avaya Workspaces for CRM saves the code on the Interaction Logs page.