Ending a Service Call - After Call Work
After Call Work (ACW)
After Call Work is the rework time after a call. This time is set by default to 30 seconds, depending on the service/configuration, and can be manually extended by the agent to a defined maximum or indefinitely if no limit is set.
If configured for a service and you end a call, the “After Call Work” balloon appears and shows how long the “After Call Work” time will last. During this time you are not selectable for all other incoming service tasks.
Depending on the configuration the following buttons are available on “After Call Work” balloon:
- 'Finish‘ button: Allows terminating the “After Call Work” before it is ended. If this button is not visible it has not been configured for your Agent Assistant Profile.
- 'Extend‘ button: Allows to extend the “After Call Work” until you stop it by pressing the ‘Finish’ button or the configured maximum “After Call Work Time” is reached. If this button is not visible it has not been configured for your Agent Assistant Profile
- 'Break' button:
If configured you may set break manually when ‘“After Call Work” (ACW) time has expired. In this case you become not selectable for service tasks and your Skype for Business state is changed to “Away” and can be changed to another one manually.
When configured the “Break” button is visible on the “ACW” pop-up after terminating a call. After clicking the “Break” button you will need to select a Not Ready Reason in the“NRR” pop-up.