Which status is used during after-call processing?

• A. On queue
• B. Meal
• C. Available
• D. Busy, ACW

Answer: (D)

During after-call processing, agents need to be unavailable for new calls while finishing up tasks tied to the just-handled interaction. The Busy, ACW status signals that you are still occupied with after-call work and should not be routed another person to assist until those tasks are complete. This helps keep call handling organized and ensures accurate follow-up, notes, and record updates are completed before taking another call.

In contrast, on queue means you’re waiting in line for the next call, meal means you’re on a break, and available means you’re ready to take a new call. The Busy, ACW status specifically communicates you’re not accepting new calls because you’re in after-call work.