Integration Specific Feature

This feature only applies to Harmony and NICE inContact integrations.

 

(ACW) After Call Work State

(ACW) After Call Work State feature allows agents to enter ACW manually. 

Here’s what the Agent sees when selecting a reason code

• The state removes the current filter that hides reason codes with the ACW flag.  
• We add “(ACW)” to their display name to set them apart from normal not ready reason codes.

Error displayed when attempting to enter ACW while not on an active call.

Since ACW reason codes can only be selected when on an active call, the agent will receive this error message if they attempt to go into ACW without one.

• If the agent selects ACW while on a call, their status won’t immediately change.
• They will show as Handling Interaction until the interaction ends.  
• At the end of an interaction, their status will be updated to reflect entering ACW.
• The status will remain in this state until manually moving to another reason code.

 

Caveats

• If automatic wrap-up is enabled within NICE: 

• the agent must enter the ACW state before the call ends to ensure Automatic Wrap-up does not place the agent into a ready state post Max Time Limit.

• The manual state does not "extend" the Max Time Limit within NICE. Instead, it places the agent into ACW until they move the the status manually.
• For more information on Post-Contact Work within inContact, please visit here.