Login
    Contents x
    After Call Work
      • Dark
        Light
      Contents

      After Call Work

        • Dark
          Light
        Article summary

        After Call Work (ACW) is the time that is allocated 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 state for a time that is configured in Amazon Connect; after this configured time has elapsed, the agent automatically moves into the Ready state. During the ACW state, an agent does not receive a call. An agent can change state to Ready by clicking Clear Call.

        The agent cannot change the status during the wrap-up state if an Administrator has not permitted state change in ACW.

        If enabled, once the agent selects the state in ACW state, the next status label is displayed under After Call Work state.

        Was this article helpful?
        What's Next
        Change password!
        Changing your password will log you out immediately. Use the new password to log back in.
        Change profile
        Success!
        First name must have atleast 2 characters. Numbers and special characters are not allowed.
        Last name must have atleast 1 characters. Numbers and special characters are not allowed.
        Enter a valid email
        Enter a valid password
        Your profile has been successfully updated.
        Logout
        ESC

        Eddy AI, facilitating knowledge discovery through conversational intelligence