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After Call Work & Call Dispositions

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When a call ends, typically the agent’s status will automatically change to “After Call Work”.

If call dispositions are enabled, during the time the disposition code window is open, the status of the agent is set to “After Call Work”.

You can enable an after call wrap up time rule so that after each call, an agent will automatically be set to "After Call Work" for a predefined amount of time (or until they explicitly change their status). This time will allow agents to perform a set of tasks associated with the end of a call without receiving new calls.

After Call Work can also be set differently by role.

 

To enable an After Call Work timeout and display your disposition codes follow these steps:

  • Log into your Talkdesk account as an Administrator.
  • Click the "Admin" section at the top of the page [1].
  • Select the "Roles" tab [2].
  • Click the 'Enabled' or 'Disabled' link [3] in the After Call Work column next to the role you want to edit.
  • To enable After Call Work settings, check the box next to this feature name [4].
  • Select an After Call Work Timeout option (time before an agent is automatically put back into Available status) [5].
  • Tick the boxes if you wish After Call Work call dispositions to show for Inbound Calls, Outbound Calls or both [6].
  • Click "Save" to apply the settings [7].

By default the following team roles are configured:

  • Administrator
  • Agent
  • Supervisor

If you wish to have more teams assigned to different After Call Work settings simply create new roles (i.e. Support, Sales, etc.) and assign the settings accordingly (i.e. Support needs longer After Call Work timeout as they need to log all call details; Sales may have reduced After Call Work timeout as they only need to select an appropriate disposition code, etc).

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Comments

  • Avatar
    Sam Mantel

    I was wondering if its possible to have different dispositions for different departments? (Customer Service vs Inside vs Outside Sales?)

  • Avatar
    Eric Davis

    Is it possible to make the ACW last a custom 3 minutes instead of the available options?

  • Avatar
    Sara Costa

    Hi Sam and Eric, thank you both for your feedback and apologies for the late reply.

    In the future, for a more prompt reply, please contact our support team directly at: support@talkdesk.com

    @sam While we don’t yet have a specific deadline, I can assure you that our team is aware of our customer’s need for being able to define different after call work and disposition codes per department (ring group) and our engineers are actively working on a solution.

    @eric At the moment it is still not possible to select custom ACW timeouts, however your suggestion has been added to our list of future feature requests.

    Please keep directing your valuable feedback to us as we are constantly working to improve our product.

    Thank you again!

  • Avatar
    Eric Davis

    No worries, I had reached support@talkdesk. You folks are great. Good to know there's going to be customization in the future.

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