---
schema_version: "1"
id: 460a5311143970b7fba06d413637b959128eb76460a6283dd87a0a1988f97c3b
title: How After Conversation Work Affects Service Rep Capacity
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/omnichannel_track_after_conversation_work_time.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.omnichannel_track_after_conversation_work_time.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 99a93e45a2bdde614885f67df72a164b804025079332160ffe270d7bfeadfb6d
description: When a voice call is active, it consumes 100% of a service rep’s capacity. If ACW is enabled, a service rep’s capacity is freed up after a call’s ACW period ends or the service rep closes the tab, whichever happens first. When a call’s ACW period ends, the call is removed from the service rep’s My Work tab and no longer appears in Command Center for Service.
products:
  - Service Cloud
release: "264"
---
# How After Conversation Work Affects Service Rep Capacity

When a voice call is active, it consumes 100% of a service rep’s capacity. If ACW is enabled, a service rep’s capacity is freed up after a call’s ACW period ends or the service rep closes the tab, whichever happens first. When a call’s ACW period ends, the call is removed from the service rep’s My Work tab and no longer appears in Command Center for Service.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions for Omni-Channel</a>.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;language=en_US" target="_blank">View supported editions for Salesforce Voice</a>.</td></tr></tbody></table>

When a service rep updates their status in Omni-Channel during an ACW period, the ACW period ends and the AgentWork record is closed. If a rep logs out of Salesforce during an ACW period without marking it done, the ACW period continues for a little over a minute.