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After call work (ACW)

Use the After Call Work (ACW) feature and allow your agents to complete all follow-up tasks after a call has ended.

During this time, your agents can add the following to the call:

  • Notes
  • Tags
  • Evaluation
  • Anything else that needs to be recorded outside CloudTalk.

Increase your productivity by setting up after call work (ACW) for your call center

After Call Work (ACW) is very easy to use: You can pick from several predefined amounts of time (from several seconds up to 15 minutes) during which the agent will not be available to accept calls and will be automatically redirected to the After Call section where the agent can record all relevant call-related data (evaluation, tags or notes) within the predefined amount of time.

This gives agents the time and space to wrap up each call and write down all key information and thus improving the quality of calls and customer support and enhancing their work productivity.

See how ACW feature can be beneficial

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These features might be interesting for you

  • Call notes – increase the quality of the customer experience through the feature Notes on Calls, which allows you to add notes to any calls you want. 
  • Call tagging – Assign each call a self-made tag. This labelling will allow you to sort calls into categories and quickly identify what type of call is it.
  • Callback – Thanks to callback feature, there won’t be any unanswered phone calls in your call centre, because CloudTalk will automatically call your customers back.
  • Call Statistics – Track the performance of your call center. CloudTalk is a truly data-based call center analytics software.
  • Call flow designer – Create pre-defined calling scenarios based on your business needs and preferences.

Do you want to learn more about the After call work (ACW) feature?

Please fill in our free trial form below and try CloudTalk today. Do you need help from our experts? Call us at +421 2 212 93 555 or write us an email at

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