An ACW is a form that an agent needs to fill after disconnecting the call to capture vital information from the call. ACW may include tasks such as taking call summary, updating customer information in the CRM, scheduling a callback, sending follow up emails, updating customer details in the Sprinklr case, etc., and all these can be fully automated within the ACW workflow by defining the logic and actions based on the requirements.  

Business Use Case

This is a very useful feature from an agent's perspective or for anyone working on the case as this is helpful in building the relevant context for any other agents or supervisors who later work on the same case. For example - Updating information such as language used by customer, contact number, status of the case, etc.,  on a case level within ACW and making those informative and relevant fields available upfront to the agent on a widget will make it easier for the next person to work upon the same case. 
 

Solution

Through ACW we can update the information gathered in entities known as custom fields which is configurable in the ACW workflow. 

 
Configuration

Step 1 - In the disposition plan, the information that is to be updated is to be configured as shown in the figure. Here, we have considered Customer’s phone number and the Language Used by the customer. 
 

 
The below figure shows how the selection would look like while filling the ACW by the Agent 

 
  
Step 2 - After the ACW screen in the ACW workflow configuration, the selected values should be stored in some variable by using assignment/update properties node as shown below. 
 

Step 3 - Now, using copy fields in Custom Field Action Node, the stored variables are to be copied to either profile custom fields or case custom fields as per the need. 
 

 
The overview of the ACW Configuration -