ACW: After Call Work
These are the assignments for an agent after an interaction with the people that make the
contact with the contact center. The agent will take notes for the record of contacts with
Leads, Prospects or Clients. Also they will have to fill a ticket for every interaction they
The ticket contains certain data that can be used for analysis, performance evaluation, decision making and to generate indicators; with a certain type of information as: Channeling, Notes, Status and Tags.