When you enable the ACW feature for a particular queue, agents working in that queue enter the ACW state after the interaction with the customer ends. While in this state, agents can review the conversation details and receive new interactions after they complete the interaction activity.
Before you begin
Log in to Application Center Administration as an account administrator.
Procedure
In the navigation tree, click Contact Center > Queues.
On the Queues page, click the name of the queue.
To enable ACW for the queue, select After Contact Work.
