Symptom or Need

The client reports that after a call using the Agent Script, agents do not enter the post-call management state known as ACW (After Call Work). As a result, the system prevents them from recording call classifications and returns them to the Ready state, directly impacting operational metrics.

Context / Scenarios

This behavior occurs in both the Wolkvox Agent Desktop and the Web version at the exact moment the call ends and the script is expected to close.

Answer / Solution

Minimum information required

To properly document and diagnose the case, gather the following information:

1. Name of the affected operation.
2. Name of the affected campaign (if applicable).
3. It confirms that the problem lies in the transition to ACW state and the blocking of typing after the use of Agent Script.
4. Percentage of affected.

Initial Validations and Troubleshooting

Before attributing the issue to a system error, perform a configuration audit using the following steps:

1. Log in to the Wolkvox Manager administrative interface.
2. Go to the settings of the affected campaign, specifically to the Agentbox tab.
3. First, verify if the ACW (Post-Call Time) parameter is correctly active or configured.
4. Within the Agentbox settings of the affected campaign, uncheck the " Disable coding " box. This simple adjustment restores the system's instruction to recognize the mandatory coding requirement once the call is closed.
5. Carefully review the profile options to ensure the "Maximum ACW (sec)" checkbox is selected. Also, verify that the "Disable encoding" option is not selected.

Whenever you design or modify the Agent Script or any configuration tab in wolkvox Manager, you must save the changes made.

After applying and saving the changes, perform call tests to confirm that the agents now correctly enter the ACW state, allowing them to perform the typing process smoothly and in a standardized manner.

Possible Causes

The likely root cause of the incident is the configuration of the parameter or checkbox called “ Disable encoding ,” which is disabled. This option prevents the automatic transition to the typing state after an interaction, causing the system to completely skip the administrative processing time (ACW).

Recommendation

During campaign creation or updating, administrators should carefully review the parameters in the Agentbox tab to ensure they do not accidentally enable options such as "Disable encoding" if the operational process requires typing.