...
In the Admin Portal, navigate to Configure > General > Queues.
Note: You can access the Queues page directly if you have set it up as a Favorite on your Home page.
In the Queues page that appears, click Options for the Voice queue whose After Call Work Status you want to configure. For example, in the image below, you could select the Options for the Customer Services - ENG voice queue.
The Voice Queue – Options page appears. Scroll to the end of the page, if necessary, to see the configuration options for the ACW status feature.
Select the Enable After Call Work status transition checkbox to enable this feature. With this option selected, the CCA will now transition transitions from implicit Wrap-up status after a call ends, to implicit ACW status once an agent completes a call.status after the Wrap-up status times out. The images below show how these transitions look in the CCA.
With the Enable After Call Work status transition checkbox selected, the Wrap-up Timeout and After Call Work Timeout boxes become enabled.
a. In the Wrap-up Timeout box, enter the maximum time the agent should remain in this state before transitioning to the ACW status. The default time is 15 seconds. The minimum value you can enter is 0 seconds, and the maximum is 99 hours. The format is hh:mm:ss.
b. In the After Call Work Timeout box, enter the maximum time the agent should remain in this state before transitioning to Available. The default time is 15 seconds. The minimum value you can enter is 0 seconds, and the maximum is 99 hours. The format is hh:mm:ss.
Note: The Queue Wrap-Up timer Timeout overrides the agent’s Wrap-up settings. If you do not set up the queue settingenable the ACW status in the Voice Queue options, the agent-level wrapWrap-up timer setting takes effect. For more information about agent’s In-call Status Timeouts configuration, see Agents General Information Tab .
Click Update when done.
Note: In CCA, the ACW status appears greyed out similar to Wrap-up. The system moves the agent’s status automatically; an agent has no way to move to this status manually.