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.

You can enable ACW for a channel, such as voice, text messaging, or email. Agents enter the ACW state after ending an interaction in the channel. 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 also select a disposition code for the interaction and add comments. Avaya Workspaces for CRM saves the disposition code on the Interaction Logs page.

You can enable ACW per channel or queue on Salesforce, Dynamics 365, and ServiceNow when you add new users. For more information, see the Managing users section in Administering Avaya Experience Platform™ Public Cloud.