After Call Work (ACW) in CTI enables agents to complete call-related tasks such as updating case details, capturing notes, and performing follow-up actions efficiently. CTI supports key ACW capabilities that help agents document information at the right time, reduce post-call effort, and maintain consistency with Enterprise behavior, while adapting the experience to the CTI interface.

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This article describes the ACW capabilities available to agents when using CTI:

Trigger ACW at Call Connect

CTI supports triggering ACW as soon as a call is connected, allowing agents to view and complete ACW while the call is in progress. This capability is applicable only for voice cases.

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When enabled in ACW settings, the ACW form automatically opens in the CTI right panel at call connect. ACW is prioritized over other Customer 360 elements such as guided workflows, nudges, and recommendations. This helps agents capture required information during the call, reduces post‑call effort, and improves overall efficiency.

Key Behavior

• ACW is triggered at call connect, instead of waiting for the call to end.

• The ACW panel occupies the entire right side of the CTI interface.

• ACW takes precedence over other Customer 360 views during the call.

Enablement

To enable ACW during calls, configure the following in ACW Advanced Settings:

• Allow ACW during Call

• Trigger ACW as soon as call starts

For detailed steps, see Configuring an ACW and ACW Builder Components.

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Agent Experience

Agents can capture required information during the call itself. This reduces dependency on post‑call wrap‑up time and improves data accuracy and efficiency.

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On‑call ACW is displayed in the CTI interface as shown below:

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ACW Timer Extension

CTI supports After Call Work (ACW) timer extensions, allowing agents to increase ACW time when additional minutes are needed to complete tasks. Admins can configure both the extension duration and the maximum number of extensions allowed per call.

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Updated timers and visual indicators in the CTI interface clearly show agents the remaining ACW time. This reduces pending ACW tasks at the end of the day by enabling automatic system wrap‑up after a configurable buffer period.

Enablement

In ACW Advanced Settings, admins can configure:

• The duration of each ACW extension

• The maximum number of extensions allowed per call

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For detailed steps, see Configuring an ACW and ACW Builder Components.

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Agent Experience

Timers and visual indicators in the CTI interface clearly display the remaining ACW time, with extensions applied based on the configured duration. Once all permitted extensions are exhausted, the system automatically completes ACW after the defined buffer period, ensuring smooth wrap‑up and accurate task completion.

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ACW Redial Support

CTI supports ACW Redial, enabling agents to initiate follow‑up calls directly from the ACW screen. This feature eliminates the need to exit ACW to place calls, streamlining workflows and helping agents resolve customer issues more efficiently.

Redial Options

Agents can choose from the following redial options:

• Redial using the same number: Quickly reconnect with the customer using the number from the previous call.

• Redial using the customer’s profile phone number: Call the number stored in the customer’s profile for consistency and accuracy.

• Redial using a new number: Enter a different number if the customer provides an alternate contact.

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Agent Experience

The Redial option appears immediately after a call ends, within the ACW screen. From there, agents can select the preferred redial method, using the same number, the customer’s profile phone number, or a new number, based on customer context.

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Custom Dialer Support in ACW Redial

The After Call Work (ACW) Redial feature supports custom dialers, giving agents the flexibility to choose both the dialer and the number when placing a redial call. Agents can also manually enter a phone number if needed.

This enhancement provides greater control during the ACW stage by allowing agents to select the most appropriate dialer or input an external number, streamlining post‑call workflows and making follow‑ups more efficient.

Configuration (For Admins)

Admins can enable custom dialer support through ACW settings in Sprinklr:

1. Click the New Page (+) icon to open the Launchpad.

2. Under Sprinklr Service > Resolve, click After Call Work.

3. Search for the ACW you want to configure.

4. Click the three‑dot icon and select Edit Settings.

5. Enable Custom Dialer Support in Redialer.

6. Click Save.

Agent Experience (For Agents)

When an agent clicks Redial after a call ends, two tabs are displayed: Customer and External.

• Customer: Allows agents to select the appropriate dialer and contact to redial the customer.

• External: Allows agents to manually enter a phone number and place a redial call using the selected dialer.