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After Call Work Messages in this topic - RSS

mark.williams2
mark.williams2
Posts: 1


14 days ago
mark.williams2
mark.williams2
Posts: 1
The current process in our contact centre is that agents are automatically put into after call work after a call and when they have finished their ACW, they make themselves available. We are looking at changing this so that the time spent in ACW is limited to a specific time, say 30 seconds and if an agent requires more, they have to select they want more, if they do not need 30 seconds then they would make themselves available for the next call before that time.
I'm interested to hear from anyone who has this set up in their contact centre and learnings they can share.
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