After Call Work

Last Updated : Apr 29, 2024 |

With Avaya Experience Platform™ (On-Prem + Connect), the account administrator can do the following:

  • Enable After Contact Work in Communication Manager for hybrid voice interactions.

  • Enable After Contact Work for a channel or queue in Application Center Administration for digital interactions.

If the account administrator enables After Contact Work for an agent, the agent can change the state to After Call Work (ACW) while on a customer call. After the call, the agent can perform additional work related to the customer call and review the interaction details. In the ACW state, the interaction transcript is available to the agent. The agent can view a count-up timer showing the duration that the agent is in the ACW state.

The agent automatically enters the ACW state when the customer leaves the active interaction or the agent ends the interaction with the customer. After the interaction ends, the interaction widget displays the ACW state. The agent can close the interaction to end the ACW state. The agent can select a call work code for the interaction while in the ACW state.

If the account administrator enables Timed ACW, the agent transitions to ACW automatically following a customer call. After the Timed ACW interval, the agent automatically transitions to the Ready state. If the agent in the Timed ACW state needs additional time to perform work related to the customer call, the agent can change the state to ACW.

Note:

If the account administrator enables ACW for each digital channel for the logged-in agents, the agents must log out and log back in to enter the ACW state.

As a supervisor, you enter the ACW state after a barge-in. You cannot enter the ACW state after you observe or coach an agent.

ACW is also supported on Avaya Workspaces for CRM.

Transfer scenarios

An agent can transfer the interaction that is enabled with ACW. An agent can transfer the interaction to a queue or to another agent.

If the agent transfers the interaction to a target queue where ACW is not enabled, the target agent does not enter into the ACW state. The value of the target queue is used.

If the agent transfers the interaction to another agent where ACW is enabled on the queue, the interaction keeps the existing queue after transfer to the agent. The target agent enters the ACW state.