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Setup After Conversation Work (ACW)

Follow the Salesforce After Conversation Work Time documentation and Amazon Connect After Contact Work for Agent documentation to configure After Conversation Work (ACW) for SCC-AC Contact Center agents.

In SCC-AC, ACW duration is determined by the lower of the two configured values:

  • Salesforce's After Work Time → Duration, or
  • Amazon Connect’s After Contact Work Timeout.

The ACW countdown starts when a message contact ends. Agents can either exit early by closing the record tab or let the countdown finish. Once the timer ends, the agent becomes available for the next contact, regardless of whether the record tab is closed.

If ACW is not configured in either Salesforce or Amazon Connect, agents can still reserve time for wrap-up tasks by keeping the call record open. To become available again, the agent must manually close the record tab.

  1. Configure ACW in Salesforce only. Set the After Contact Work Timeout in Amazon Connect to 0, as described in the Amazon Connect documentation.

  2. Set up ACW in Salesforce:

    • Use the Presence Configuration to apply ACW settings to groups of agents.
    • Use the Service Channel settings to override presence-level settings for specific channels.
    • Note: ACW settings at the Service Channel level take precedence over Presence Configuration.