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Give your Agents enough time between phone calls to take notes and prepare for the next call. The time from hanging up to accepting a new call can be adjusted using the After call work (in seconds) settings.
Consider the following when setting up the after-call work duration:
The number of seconds an Agent has to complete after-call work before routing their next voice call.
If an Agent does not need after-call work, they will bypass the default after-call work time by manually requesting a new call.
Setting this to a lower number means prioritizing routing calls to Agents when they are in queue vs. finishing up follow-up work.
See Configure Voice Routing Settings to configure After Call Work duration.
'After call work' setting is not tied to Availability controls.
Unless Agents change their Availability by going unavailable for voice, Agents will continue to receive calls once the "'after-call work" has passed. To add, Active Status is not linked to Availability and is used for reporting purposes only.