Set Up After Contact Work

You can set up an After Contact Work (ACW) state in Agent for SCV. This state will allow your agents to complete the necessary work for each call once it's finished.

Create a Presence Status in Salesforce

The ACW presence status allows agents to select ACW as their state in Agent for SCV.

1. In Salesforce, click Setup in the top-right corner. Launch the Setup application.

2. Search for Presence Statuses and select Presence Statuses.

3. Click New.

4. Enter a Status Name, such as After Contact Work or ACW.

5. In the Developer Name field, include After_Contact_Work or ACW.

6. Under Status Options, select Busy.

7. Under Service Channels, select the channels you want the ACW presence status to be available for, then click Add .

8. Click Save.

Apply the ACW Status to Salesforce Profiles

1. In the Setup navigation pane, search for Profiles and select Profiles.

2. Select the profile you want to add the ACW status to. For example, if you want standard users to have the ACW status, select Standard User.

3. Click Enabled Service Presence Status Access in the list of links at the top.

4. Under Enabled Service Presence Status Access, click Edit.

5. Under Available Service Presence Statuses, select the ACW status you created previously, then click Add .

6. Click Save.

Create an ACW Unavailable Code in CXone

The ACW unavailable code allows supervisors to select the ACW status for their agents.

1. In CXone, click the app selector and select ACD.

2. Go to ACD Settings > Unavailable Codes.

3. Click Create New.

4. Enter After Contact Work or ACW as the Unavailable Code Name.

5. Select Post Contact.

6. Enter an Agent Timeout (Min) in minutes. The agent returns to an available state when the timeout is reached.

7. Click Save.

Add the ACW Unavailable Code to an ACD Skill

1. In CXone, click the app selector and select ACD.

2. Go to Contact Settings > ACD Skills.

3. Create a new inbound voice skill or a manual outbound voice skill with ACW in the skill name.

4. Select the skill you just created on the ACD Skills page.

5. Click the Post Contact tab.

6. Select Automatic Wrap-up.

7. In the State drop-down, select the ACW unavailable code you created previously.

8. Enter a Max Time Limit. This is the maximum number of seconds the agent remains in the ACW state. The agent can leave the ACW state at any point within that time limit. They are forced to leave the state once they reach the time limit.

Connect the ACW Status and Unavailable Code in Presence Sync

The ACW presence status and unavailable code need to be linked through Presence Sync. Once linked, the agent's ACW status in Agent for SCV will match the agent's status in ACD. Changing the status in either Agent for SCV or ACD will automatically update the status in the other application.

1. Click the app selector and select Adapters.

2. If you haven't already, map your Salesforce system and set up Presence Sync for omnichannel statuses.

3. Click Presence Sync.

4. Select your Agent for SCV account from the drop-down in the top right corner of the page.

5. Select your Agent for SCV rule or click Create Rule.

6. Under Publisher States, click Add Row.

7. In the ACD State column, select the ACW unavailable code you created previously.

8. In the Salesforce State column, select the ACW presence status you created previously.

9. Click Save.