*Please note: The After Call Work and Missed Call Wrap-up functionality referenced in this article requires Chronicall's multimedia voice licensing and only applies to the licensed agents
After Call Work (ACW)
Agent Dashboard:
Contact Center Agent Client
An After Call Work timer, often referred to as ACW or Wrap-Up Timer, is available to skill group agents. It provides the agent a short break after concluding a skill group call to wrap-up any work related to the call. The agent will not receive a new call from any skill group while the timer is present. Please note: non-skill group calls including direct calls and internal calls can still be presented to the agent during the ACW duration.
Missed Call Wrap-up (MCW)
Missed Call Work functions very similarly, but the difference is that MCW is used if an agent is logged into a skill and they miss the call. You have two options for what should happen if they miss a skill group call.
Option 1: If the agent misses a skill group call, instead of preventing new calls for a set duration, we can log them out of all skills until they return.
Agent Dashboard:
Contact Center Agent Client:
Option 2: Similar to the ACW state above, they will be put into the MCW state for a set duration, which prevents the same call from coming back to an agent too quickly and ensures that the agent is not missing the same call multiple times.
Agent Dashboard:
Contact Center Agent Client:
Agent Experience:
The agent will have up to three options once the ACW or MCW timer appears following a skill group call:
- Allow the timer to run the full duration
As the timer was designed, once the time runs out the agent will be fully enabled to receive a new skill group call. No action needed. - Close the timer early
If the agent does not need the full time allotted, they may click on thebutton to close the timer and thus will be ready for a new skill group call immediately.
- Extend their time with the snooze button(applicable to ACW only)
To extend the allotted duration, the agent may select thebutton. This button can be selected multiple times. However, the snooze activity is stored in the database and can be measured in reports or realtime wallboards. Thus, the agent is still accountable.
The default duration for each timer is 30 seconds
Adjusting ACW
As an Admin user of Chronicall, you may adjust the duration and availability of After Call Work.
Navigate to Admin → System Settings → Multimedia Voice → After Call Work Timer and select the button to edit
Next, you will find the option to adjust the initial timer and snooze duration
The default duration for the initial timer and snooze is 30 seconds
If you do not want your agents to have a snooze option, simply set the timer to 0:00:00 and the snooze button will no longer appear on the agent's timer window once all settings have been saved.
You may also set a limit to how many times the agent can press snooze with Max Snoozes.
Once the desired duration has been set for each, select "OK" and then "Save" to exit the system settings.
Adjusting MCW
Select Admin (System) > System Settings > Multimedia Voice, and then click on the ellipsis tool next to the Missed Call Action.
If you'd like the agent logged out of all skills when they miss a call, select "Log the Agent out of skills"
If you'd prefer the agent be placed in a MCW state for only a set duration before automatically being made available again, select "Start Missed Call Timer"
Once a call was missed, this is the initial duration that an agent will be unavailable for another skill group call. The format is hours:minutes:seconds.
Once the desired has been set, select "OK" and then "Save" to exit the system settings.