Question on After call (ACW)

[Avayacoolstuff]

Hello all, can you help on this,

Few of my agents after they end call its not routing to ACW(After call button), as soon as they hang up they get an other call. How can I fix to make sure all the agent after the call they goto after call work mode. All my agents are using avaya one x agent.

 

[Stinney]

Have you checked their settings in the one-X Agent application?

Under the settings, Work Handling, Basic tab, make sure the Work Completion for ACD calls is setup correctly. I believe you need to have it set to Allow Follow-Up. To have it automatically set to put the agent back into auto-in, check the Timed Follow-Up box and enter a Timer Period of seconds. If you want the agent to be able to extend that time, check the Allow extending Follow-Up.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[ZeroZeroOne]

You can also check the Hunt Groups to make sure the Timed ACW Interval is set correctly. There is also the VDN Timed ACW Interval that I'll mention just in case.

ACW by default only activates for calls that are completed by the Agent. If you need ACW for calls that the Agent transfers, enable the After Xfer or Held Call Drops? field on the Hunt Group.

Calls to the Agent's Extension do not use ACW, either. Only calls to the Skill (or VDN) will use ACW.