After Call Work Overview

When an interaction with a contact ends, you may enter an ACW (after call work)After Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. stateThe availability status of an agent.. Depending on your organization's settings, this can be time allotted for you to apply a disposition to the interaction. You might have a time limit to set a disposition or you might be required to set one and be unable to move into the next state until you have selected one.

ACW time can also be time for you to perform other tasks your supervisor asks you to do following each interaction, such as writing notes.