| REQUIRED USER ROLE Administrator |
Give your Agents enough time between phone calls to take notes and prepare for the next call. The time from hanging up to accepting a new call can be adjusted using the After call work (in seconds) settings.
Consider the following when setting up the after-call work duration:
- The number of seconds an Agent has to complete after-call work before routing their next voice call.
- If an Agent does not need after-call work, they will bypass the default after-call work time by manually requesting a new call.
- Setting this to a lower number means prioritizing routing calls to Agents when they are in queue vs. finishing up follow-up work.
See Configure Voice Routing Settings to configure After Call Work duration.
Tip – ‘After call work’ setting is not tied to Availability controls.
Unless Agents change their Availability by going unavailable for voice, Agents will continue to receive calls once the “‘after-call work” has passed. To add, Active Status is not linked to Availability and is used for reporting purposes only.
