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This is an attribute of ACD where agents are shown as ‘Available’ as soon as they finish a phone call. Call centres embed this system to keep a measure of how many agents are on the call and who is available to pick the call. This helps a call centre in streamlining its operations and reducing the average hold time that directly influences the efficiency. There is also an ‘After-Call Work’ option that agents can manually activate if they are indulged in some task post customer call.
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