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

If an account administrator enables ACW, you automatically enter the ACW state when you end an interaction or the customer leaves. In the ACW state, you see the transcript and duration of the interaction, the interaction details, and the duration of the ACW state. You can select a disposition code for the interaction and add comments with additional information. The disposition code is saved in the interaction log entry. You can close the interaction card to end ACW. If your administrator enables timed ACW, the ACW card disappears automatically after the countdown finishes.

If an account administrator enables multiple interactions per channel or queue, you can manage the ACW state for each interaction separately to process more interactions. You do not enter the ACW state after transferring an interaction to another agent.

As a supervisor, you enter the ACW state after barging into an interaction. You do not enter the ACW state if you are observing or coaching the interaction.