Yes, you can choose the time needed for each type of call as needed for your agents.
To configure ACW settings, follow these steps:
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Step 1: Log in to your Maqsam account using your username and password for an admin account.
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Step 2: Click on Settings from the drop down menu of your profile.
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Step 3: Under Settings, select General.
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Step 4: Scroll down, you can customize the ACW time for outbound or inbound calls separately according to your preference.