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How After Conversation Work Affects Service Rep Capacity
When a voice call is active, it consumes 100% of a service rep’s capacity. If ACW is enabled, a service rep’s capacity is freed up after a call’s ACW period ends or the service rep closes the tab, whichever happens first. When a call’s ACW period ends, the call is removed from the service rep’s My Work tab and no longer appears in Command Center for Service.
| View supported editions for Omni-Channel. |
| View supported editions for Salesforce Voice. |
When a service rep updates their status in Omni-Channel during an ACW period, the ACW period ends and the AgentWork record is closed. If a rep logs out of Salesforce during an ACW period without marking it done, the ACW period continues for a little over a minute.
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