20.11. After Conversation Work Time

After Conversation Work Time (ACW) is a Salesforce feature, supported by Natterbox, that allows a business to customise an agents wrap up time after a phone call and even allow the user to shorten or extend the time they are unavailable after a call.

The way this works is when you complete a call, the ACW box will appear on the voice call record with a countdown timer, the agent will remain at 100% capacity (so unavailable for any new work item) until one of the following happens:

1. The agent closes the Voice Call Object tab

2. The ACW timer expires

3. The agent clicks the 'All Done' button on the ACW window

Something to note is that if ACW is not setup, an agent will remain at 100% capacity until they close the Voice Call Object, so if a user completes a call but leaves that tab open they will remain unavailable until it is closed, so it's strongly recommended that all SCV customers use this functionality.

To set ACW up, you need to do the following:

In Natterbox:

1. Set your Wrap Up Time in any call queues in the Routing Policies to '0' (you wont need Natterbox to control this time anymore, so setting it to 0 removes any overlapping timings/confusion).

In Salesforce:

1. Go to Setup>Omni-Channel>Service Channels>Phone (or Voice Call, depending on your naming convention)

2. Within this record, you will see an After Conversation Work Time section, click Edit

3. Set your default wrap-up duration and any agent capabilities to extend the timer as you see fit.

(this shows a default of 30 seconds and gives the agent the ability to extend by 30 seconds upto 2 times, this means the agent could be in wrap up for upto 1:30mins)

4. Go to your Voice Call Object Page Layout, add the ACW timer widget to the page:

Agent view (after a call):

For more information please see this Salesforce setup article. 

Reporting

If you are looking to report on After Conversation Work Time (ACW), you will need to make a new custom report type with the object ‘Agent Work’. This object can relate to the Voice Call object, as well as others. There are 3 fields on the Agent Work object related to ACW:

This task falls under the responsibilities of your Salesforce admin team. For further information, please refer to the following Salesforce articles:

• Create Reports for Agent Work with Pre-Configured Report Types

• AgentWork Object Reference