In many call centers, there is a need to differentiate between the time an agent spends on post-call activities. For some type of voice queues, an agent will simply require a respite before taking the next call. For other types of voice queues, the agent will need to perform tasks related to the call.
Introducing, After-Call Work (ACW) Status . With this feature from the Voice Queue Options, voice queues can be configured to more accurately track the time that an agent spends completing a call.
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