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  • 1.  ACW Optional / Total ACW

    Posted 03-24-2026 11:21

    Hello,

    I have a queue set up for making outbound calls. This queue is configured with the #After Call Work (ACW) option set to "Optional."

    However, in the interaction view for this queue, sometimes ACW time (Total ACW) is recorded and other times it isn't.

    What do you think is causing this?

    Thanks for your returns in advance.

    Regards,


    #Reporting/Analytics

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: ACW Optional / Total ACW
    Best Answer

    Posted 03-24-2026 11:41

    Hi 

    This is actually expected behavior with the "Optional" ACW setting. When ACW is set to Optional, agents can choose whether or not to enter ACW after a call ends.

    So ACW time is only recorded when the agent actively chooses to stay in ACW to complete wrap-up tasks. When they skip ACW and go directly back to Available, no ACW time is tracked.

    If you need consistent ACW recording for all interactions, you'd want to switch to "Mandatory, Discretionary" or "Mandatory, Timed" instead. With Optional, agents have full control over whether to use ACW or not, which is why you're seeing the inconsistency.



    ------------------------------
    Josh Coyle
    Senior Professional Services Consultant
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  • 3.  RE: ACW Optional / Total ACW

    Posted 03-24-2026 18:41

    Hi Josh Coyle,

    Thank you



    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------

    Original Message


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