Adding the ACW Component

Add the After Conversation Work component to the Voice Call Record page. By doing this, you allow agents to mark After Conversation Work as finished before the time limit elapses; thus agents return to full capacity.

1. Navigate to the Voice Call Record page.

2. Click the setup icon and select Edit.

3. In the edit mode, select After Conversation Work Component.

4. Drag and drop the component to the voice call page.

5. Click Save.

Notes

1. If you do not add the After Conversation Work component to the Voice Call layout, the user can finish After Call Work only after closing the voice call.

2. At the end of ACW, the user’s capacity no longer considers the number of Voice Call records left open.

3. If you do not configure After Conversation Work, Salesforce takes the number of open Voice Call records as the measure to evaluate agent capacity occupancy. This information is available in the Omni-Channel supervisor app.