After Call Work (ACW) is the time that is allowed to an Agent, after a call is completed, to enter the call-related notes and complete any other task associated with that call. When a call is disconnected, the agent’s state automatically changes to ACW for a time that is configured in Amazon Connect and later automatically moves into the Ready state. In the ACW state, agent does not receive a call. Agent can change state to ready by clicking Clear Call.
An agent cannot change the status during the wrap-up state if an Administrator has configured to disallow an agent to change the status.
Also known as ACW. This is the work that agents perform, usually after ending a call with a customer. This includes setting dispositions (or outcomes) and other assigned tasks before getting into a state that allows the next call to be routed.
A contact-center employee who takes the routed customer calls and also handles other type of customer interactions like email and chat. The agent usually handles customer support and inquiries in a contact center.
The state where an agent is logged-in and in a position to receive calls from the dialer.
An administrator is a human entity in an organization who create users, assign access rights to users, and perform various administrative tasks in a contact center application (like but not limited to assigning agents to teams / skills / queues, creating reason codes, etc.).
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