In the telephony business, ACW stands for "After-Call Work." It refers to the tasks that call center agents perform immediately after completing a call or related task involving a customer. These tasks typically include updating CRM records, logging call details, scheduling follow-ups, and completing any necessary administrative work. Known synonyms for ACW in the context of call centers include:
- Wrap-up time
- Post-call processing (PCP)
In the telephony business, After Call Work (ACW) refers to all administrative tasks and additional activities that a Nimbus User (agent) carries out immediately after completing a Nimbus task with a customer.
PRECONDITIONS
Contact Center ACW is enabled as a service level Feature. Once enabled, additional ACW time is added to the end of any Nimbus session, regardless of modality. Until ACW is over, a Nimbus is blocked from handling further tasks.
š”Optional: Users can install Assistant to handle ACW outside of the Nimbus Portal.
ACW-related Settings
In Nimbus, the After Call Work period is defined in Distribution Service Settings:
- Enable ACW Time: When enabled, ACW is shown in bothĀ My Sessions, the Assistant App and in Nimbus Portal. The default ACW time (20s) is granted.
- Allow Early End: Enables all Nimbus users of that service to stop the ACW counter at any time. Stopping ACW will free up the user to become "available" within Nimbus and receive the next task/call.
- Allow Time Extension: Enables all Nimbus users of that service to extend ACW by the amount specified in "Maximum ACW Extension Time". This time is granted as a new counter to the user, andĀ notĀ added to any remaining ACW time.
During the After Call Work period, the user is in state NotSelectable for further tasks, meaning that no new task will be distributed to the user. Depending on the settings, the After Call Work period can be finished earlier or extended.
ACW Notes:
- Users are blocked from all other Nimbus service tasks during ACW.
- When a user goes offline in Microsoft Teams, it will terminate the remaining ACW time for that user.
- Changing the ACW toggle/time in settings during productive hours will have an impact on new (incoming) tasks only.
- ACW is also tracked inĀ Power BIĀ for reporting purposes. Reports ACW time in seconds or "Null" if disabled.Ā Total ACW time in a single service session is summed up from all involved user sessions.
ACW for Nimbus Users
For Nimbus users, ACW is shown in multiple areas. The following table showcases some examples:
| Area | Description |
|---|---|
| My SessionsĀ | In My Sessions ACW is prominently displayed as as timer widget right after handling a task. Users can use the time to conclude their last session, e.g. by filling out Codes and Tags or handle concluding work on external websites (e.g. opened as additional Tabs and Pop-ups when defined via Conversation Context). |
| AssistantĀ |
The Assistant App can optionally be installed on the Nimbus user's PC, directly allowing access to ACW-related functionality.  |
| 3rd Party Integrations | Using the Nimbus Power Automate Connector you can make much more use of ACW, e.g. by reminding users of other required tasks. Read our Use Case - Planning After-Call Work with Teams, Office and Nimbus for inspiration. |
ACW in Reporting
ACW is measured in many call centers to evaluate operational efficiency and it is also included in the Nimbus KPI Calculations. ACW is tracked and reported as a dedicated User State for Nimbus Reporting purposes. If āUser Stateā tracking is enabled within the Data Privacy Tenant Settings, the āUser Statesā tab in the Nimbus Power BI Template will report detailed timestamps per user for the ACW time (for an example, see the After Call Work column in the screenshot below).
