Previously, during a warm transfer, only the agent who finally receives the transferred case was able to see the After Call Work (ACW) pop-up. If the case is not completely transferred and the second agent disconnects early, they don’t get any ACW screen.

To improve coverage and agent productivity, Sprinklr has introduced a new toggle called "Enable ACW for All Users on Call". This toggle ensures that all agents who participated in a voice call—whether or not the case was transferred—will receive the ACW screen.

This feature provides flexibility in post-call workflows and ensures that agents can complete their notes or tasks even if the transfer wasn’t finalized.

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To enable this feature,

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1. On the Launchpad, under the Sprinklr Service tab, click Voice Care within Listen.

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2. From the left panel, under Voice Settings window, click Voice Applications.

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3. Click + Create Voice Application in the top right-corner and under the Advanced Settings tab, enable the Enable ACW for All Users on Call toggle.

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4. Save your changes.

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