After Call Work (ACW)
After Call Work (ACW) refers to the time that an agent spends after a call has ended to complete any necessary tasks or notes related to the call. ACW is a feature that allows agents to complete their tasks without having to worry about receiving a call while at it.
ACW is an important feature for agents, as it allows them to stay organized and efficient while handling a high volume of calls.
How to manage ACW duration?
Step1: Login to Maqsam Portal with Username and Password as an admin.
Step2: Navigate to Settings.
Step3: Click General under Account Settings.
Step4: Scroll down to ACW inbound or outbound timeout to manage ACW duration in seconds.
Step5: Click Update to save changes.
How does ACW work?
Once the agent is done with the call, Dialer will be set automatically to ACW state where it will not send or receive new calls.
A timer will start counting down ACW duration with the ability to click “End now” to exit ACW state. As the timer goes off that Dialer state will be set back to Online automatically and ready to send and receive calls.
FAQs
Can I customize the length of the ACW time in Maqsam?
Yes, Admins can customize the ACW time under Settings > General > ACW inbound or outbound timeout.
Can I specify different ACW time for both inbound and outbound calls?
Yes, you can choose the time needed for each type of call as needed for your agents.
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