After Call Work (ACW) is a critical component in maintaining high levels of customer satisfaction and enhancing agent performance. It refers to the tasks that agents complete immediately after a customer interaction, such as updating records, documenting issues, and scheduling follow-ups. Implementing effective ACW practices offers several benefits:

1. Addressing Customer Requests: Customers often have multiple inquiries or service needs. ACW enables agents to promptly document these requests, ensuring timely and accurate follow-ups, which enhances the overall customer experience.

2. Facilitating Team Collaboration: Through ACW, agents can share detailed notes and insights with colleagues across various locations or departments. This collaborative approach ensures that all team members are informed and can contribute effectively to resolving customer issues.

3. Enabling Supervisor Feedback: Post-call periods are ideal for supervisors to provide immediate feedback based on real-time customer interactions. This timely guidance helps agents improve their performance and align with organizational goals.

4. Allowing Agents to Recharge: ACW provides agents with brief intervals between calls, helping them manage stress and prevent burnout. This ensures that they remain attentive and deliver superior service to customers.

Incorporating ACW into your organization's workflow not only streamlines operations but also significantly contributes to customer satisfaction and agent well-being.


Yes, you can set the After Call Work (ACW) time limit for each agent.

Steps to Set Up ACW Time Limit:

Go to Users → Settings

Select After Call Work → Click Edit

Enter the time in minutes Click Save

Repeat these steps for each agent to set different ACW durations. Once a call ends, the timer will start based on the set limit.

Note: The agent will not receive any new calls until the ACW time ends.