Account administrators can enable After Contact Work for a channel or queue in Application Center Administration. If an account administrator enables ACW for an agent, the agent enters the ACW state after the interaction ends. The agent can then perform additional work and review the interaction details. In the ACW state, the interaction transcript is available to the agent.

The agent enters the ACW state when the account administrator enables ACW at channel or ACW at queue level.

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 disposition code for the interaction while in the ACW state.

As a supervisor, you enter the ACW state only 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 transfer it to another user.

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

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