Avaya Workspaces provides the Timed After Contact Work (ACW) feature. You can use this feature to record the time spent on activities after the interaction ends.
There is no ACW support for ad-hoc emails. In addition, to ensure consistent and predictable ACW behavior across all channels, an administrator must ensure that ACW is not enabled on Avaya Aura® Communication Manager and Control Manager simultaneously.
This feature applies to agents and supervisors for all channels.
Important:
The service-specific and channel-specific timer ranges are from 0 to 9999.
The service comes first, followed by the channel.
For example, if an exact matching set of attributes is present in an Avaya Control Manager service, Avaya Oceana® selects ACW for that service. In all other scenarios, Avaya Oceana® uses channel-specific ACW.
If the duration of ACW for the matched service is zero, Avaya Oceana® considers it to have no ACW and does not attempt to use a channel-specific timer.
Avaya Proactive Outreach Manager feature uses voice channel ACW.
