CommBox adds protected After Call Work time to Voice channels

CommBox now lets organizations set protected After Call Work (ACW) time for human agents, with a separate setting for each Voice channel. During ACW, the conversation stays assigned to the agent and the queue routes no new calls. Agents can extend the period, and CommBox records total ACW time for reporting.

CommBox also adds an Abandoned status for voice calls. A caller who hangs up before the channel's First Response SLA closes as Irrelevant; at or after the SLA, as Abandoned. Calls an agent answered follow the ACW process. Abandoned works as a filter in reports and BI, with no extra setup.

The October 11, 2026 release also adds Pulse question cards to the Era Insights welcome screen and description-based evaluation tags for Eva AI.

Source: help.commbox.io