|REQUIRED USER ROLE|
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.