In this video @Shigeki Sahashi (or Sam), talks about the new update to extended the After Call Work (ACW) Timeout

Supervisors can now set After Call Work (ACW) timeouts for up to 60 minutes for the following options:

• Mandatory,
• Time-boxed; Mandatory,
• Time-boxed No-Early Exit; and 
• Agent Requested.

This change allows agents more time to handle post-call activities, such as printing documents or following specific workflows. The new 60-minute limit provides supervisors and agents with greater flexibility to manage their work without having to resort to workarounds that skew key performance indicators (KPIs). Previously, the maximum ACW timeout was limited to 15 minutes.

By allowing agents to remain on-queue, this enhancement ensures a more accurate representation of handle times and overall contact center performance, leading to improved metrics and operational efficiency.

Release Notes: https://help.mypurecloud.com/releasenote/august-5-2024

#TAMStudios #ACW #ACDQueues #FeatureReview

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