After Conversation Work Functionality

After enabling the After Conversation Work and doing all the necessary configurations, After Conversation Work should be activated every time, an Agent finishes a call. A timer shows how much time the agent has left to select the outcome or disposition code.

By clicking All Done, the agent can end the After Call Work sooner, and the status becomes ‘Available’.

Capacity remains at 100% while the agent is in After Conversation Work. This means that if a call rings to the agent while in After Call Work, the call stays in Queue until the agent is available, and then rings.

In the Omni-Supervisor tab, the supervisor can also check when agents are in After Conversation Work in the ACW column. If the clock symbol appears, the agent is in ACW.

The VoiceCall object represents a call in Service Cloud Voice. The VoiceCall object is created automatically for every call delivered to the omni-softphone.