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            Configure After Conversation Work Time

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            Configure After Conversation Work Time

            Give service reps a set amount of time after a customer conversation to wrap up their work before they start a new conversation. Service reps can use this After Conversation Work (ACW) time to send follow-up emails, update a case, or finalize their conversation notes. Supervisors can use Command Center for Service and reports to track the amount of time service reps spend on wrap-up work.

            Required Editions

            View supported editions for Omni-Channel.
            View supported editions for Service Cloud Voice.
            User Permissions Needed
            To create a service channel: Customize Application
            To create and save Lightning pages in the Lightning App Builder: Customize Application
            Important
            Important After Conversation Work is available only for call and messaging channels and applies to all service reps in the channel. After Conversation Work doesn’t work with a status-based capacity model.

            The ACW countdown begins the moment a call or message ends. Service reps can exit the countdown early by closing the record or let it run its course. When the time runs out, the service rep is considered available to help the next customer regardless of whether they’ve closed the record.

            If ACW isn’t enabled, service reps reserve time for wrap-up tasks by leaving the call record open in the app. When a service rep is ready to help the next customer, they must close the record tab to free up their capacity.

            You can set up ACW in the presence configuration for a group of service reps or in a service channel. ACW at the service channel level overrides the setting at the presence configuration level.

            1. Configure ACW.
              1. From the Service Channels page in Setup, edit or create a channel based on Voice Call or Messaging. Alternatively, from the Presence Configurations page in Setup, edit or create a configuration.
              2. In the After Conversation Work Time section, select Give agents wrap-up time after conversations.
              3. In the Duration (seconds) field (required), enter the number of seconds that service reps have to complete their closing work after a conversation. The value must be from 10 to 3,600 seconds.
              4. To let service reps extend their ACW time, select Let agent extend timer and add the extension duration in seconds. The value must be from 10 to 3,600 seconds. Also, choose the maximum number of times service reps can extend their ACW.
              5. Save your changes.
            2. To let service reps see the ACW countdown after a conversation ends, add the After Conversation Work component to your Voice Call or Messaging Session page layout.
              1. Open the Voice Call or Messaging Session record page in the Lightning App Builder.
              2. Drag the After Conversation Work component onto the page.
              3. Save your changes.

            See Also

             
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