Set an Unavailable Code to ACW

Required security profile permissions: Unavailable Codes Edit

Setting an unavailable code to ACWAfter Call (or Contact) Work; state that allows an agent to complete work requirements after finishing an interaction. means you are making the unavailable code a post contact option.

1. Click Admin → Users → Unavailable Codes.

2. Click a code to open it.
3. Click Edit to open the unavailable code in an editing state.
4. Click the Post Contact check box.

5. Click Done.

   When the unavailable code is in the edit state, you will see the Post Contact check box, but after you save the unavailable code, the field is called After Contact Work in the interface. Clicking the Post Contact check box sets the unavailable code to an ACW state (or Post Contact=Yes), which means that supervisors can open a ACD skill, and because this unavailable code is set to "yes" for ACW, then the supervisor can select this unavailable code as the ACW for that skill. If you set the unavailable code to "yes," then it cannot be used as a normal unavailable code; e.g., the contact center agent will not be able to view it from the Availability Bar in .