The After Call Work feature sets that when an agent completes a call on a queue where the ACW is set (e.g. with a timeout of 20 sec), the agent goes to ACW status and he cannot receive new calls.
When the timeout expires, the agent goes automatically back to READY status. In any moment before the timeout expiration, the agent can manually go back to the ready status by pressing the pause button of the phonebar.
New feature available on every XCALLY plan for Asterisk: After-Call-Working! Both XCALLY and the Asterisk queues provides the wrap-up time parameter, available for each specific queue, since many years. Using the wrap-up time the call center supervisor can define a static interval time between two consecutive calls managed by the call center agents. In many contact centers you need more! In particular the agents be able to bypass the wrap-up time, so to choose themselves when they are ready to manage the next interaction. Now you can do it, using xCALLY! For each queue (campaign) the supervisor can select the ACW flag. If selected, the agent will be automatically moved on to the AfterCallWork status after managing each call. When the agent is ready to manage the next calls, he/she just needs to click on the proper button available on the xCALLY phone bar. After Call Working is available not just as a pure agent feature, instead it’s tracked on the xCALLY Analytics, so to provide full reports about: – Each agent After Call Working action (Agent Details reporting section) – Call distribution per hour (Agent Distribution reporting section) – Summary dashboard (Agent Summary reporting section) Thanks to the new feature, xCALLY can be used either with the standard Asterisk queue wrap-up time per each queue, or with the After Call Working setup, demanding to the agent the management of the interval time among each call. Furthermore, everything is reported in the the powerful xCALLY Analytics web interface. Watch the live video here Please do not hesitate to contact our passionate Team for more...read more