After-Call Work (ACW) refers to the time an agent spends completing post-call tasks such as updating case notes or logging interaction details after a customer call ends. Enabling screen recording during ACW ensures these activities are captured for compliance, quality monitoring, and training purposes, and Sprinklr provides a simple toggle in the Recording Sampling Settings to enable or disable this functionality, giving businesses full control over whether agent activity during this period is recorded. This feature delivers key benefits including compliance assurance by capturing all post-call actions for audits, improved quality monitoring by enabling review of wrap-up accuracy, better training and coaching through identification of process gaps, and greater transparency by providing a complete view of the entire customer interaction lifecycle.

Implementing ACW Recording

1. Click the New Tab icon. Under Platform Modules, click Compliance Manager within Love.

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2. On the Compliance Policy screen, if you want to create a new compliance policy, click + Create Compliance Policy at the top right corner or to edit an existing one, hover over the Options icon and click Edit.

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3. Enter the Key Fields for Compliance Policy Creation as per your requirements.

4. Enable the toggle named Record After-Call Work (ACW) Screen.

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5. Click Save.

The ACW recording feature is part of the Screen Recording Sampling Settings, which allows you to configure how screen recordings are captured.

1. Recording Sampling Settings

• Percent of screens to record: Define the percentage of screens to record (e.g., 100% for all screens).

• Maximum screens to record (Daily): Set a daily cap on the number of screen recordings.

2. ACW Recording Toggle

• Functionality:

  • When checked, the system will continue recording the agent’s screen during the ACW phase after the call ends.

  • When unchecked, screen recording stops immediately after the call disconnects.

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