Disposition Enable/Editable/Required - all must be false in the Config Server.

Unavailable Reason Codes which are selected for Post Contact Work must be assigned to the Team in the InContact CX Admin Portal.

There are two ACW options available in inContact

• Automatic Wrap-up
• Disposition 

• Required
• Not Required

InContact - Automatic Wrap-up

InContact - Disposition Required

InContact - Disposition not required

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.

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• Green checkmark Completed Interaction button

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• Agent Status dropdown opened.

• After the call is released ( hung up by either agent or caller), A green checkmark button will be shown.

• By clicking the button, the status dropdown box will be opened, the agent can choose Available or any Not Ready reason. This will terminate the ACW max time limit and the agent will be put into the selected status immediately.
• If the agent does not select any status, agent status will be changed to Available at the end of the ACW max time limit.

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• Disposition Required

• After the call is released ( hung up by either agent or caller), A green checkmark button will be shown, By clicking the button, Disposition drop-down box and a Notes text block will be displayed.

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• Select a Disposition value and optionally enter the Notes and click the green checkmark button again to complete the Interaction.

• The green checkmark button will be disabled until selecting a disposition.

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• Until a disposition is selected and click the green checkmark button, the Interaction will not be completed and agent status will be in ACW.
• After completing the Interaction, agent status will go Available.
• During ACW status, the agent may change his status to any Not Ready status, then after completing the Interaction, agent status will be put into the selected status.

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• Disposition - Not Required

• After the call is released ( hung up by either agent or caller), A green checkmark button will be shown, By clicking the button, Disposition drop-down box and a Notes text block will be shown.

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• Since the disposition is not required, the agent may select a disposition and/or click the green checkmark button again to complete the Interaction.

• The agent will be in an ACW state until the ACW timer ends.

• After the ACW max time limit ends, agent status will go Available automatically.

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• Before the ACW timer ends, the agent may change his status to Available or any Not Ready reason, which terminates the ACW max time limit and the agent will be put into the selected status immediately. 
• This helps if the agent wants to on Break or Lunch. Or does not want to wait for the whole ACW time and be ready to take the next Interaction.

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