With call work codes (CWCs), agents can enter up to 16 digits to record customer-related information associated with a call. A work code specifies customer-specific events. The type of call work code depends on the call center usage, for example, a call work code can be an account number or a social security number.

Account administrators can configure forced call work codes for a skill. With forced call work codes enabled, an agent must enter the call work code before changing the work mode from ACW to Manual-In. Additionally, an agent can enter a call work code during the active call.