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After Call Work (ACW) in Maqsam

Learn how After Call Work (ACW) helps agents manage post-call tasks efficiently and how admins can configure ACW duration in Maqsam.

🔍 Overview of ACW

After Call Work (ACW) refers to the time an agent spends after a call ends to complete necessary tasks or notes. This feature prevents the agent from receiving new calls during this period, helping them stay organized and efficient, especially when handling a high call volume.

⚙️ How to Manage ACW Duration

  1. Log in to your Maqsam account as an Admin.

  2. Navigate to Settings.

  3. Click General under Account Settings.

  4. Scroll down to ACW Inbound or Outbound Timeout and set the desired duration in seconds.

  5. Click Update to save changes.

⚙️ How ACW Works

  • After finishing a call, the Dialer automatically switches to ACW state.

  • A timer starts counting down the ACW duration.

  • Agents can click End Now to exit ACW early.

  • Once the timer ends, the Dialer state returns to Online, ready for new calls.

📖 FAQs

Can I customize the length of ACW time in Maqsam?

Yes, Admins can customize ACW time under Settings > General > ACW inbound or outbound timeout.

Can I set different ACW times for inbound and outbound calls?

Yes, separate durations can be configured for inbound and outbound calls.