After Call Work как его перевести
Выражение встречается в следующем контексте:
If an agent is answering a call from another split or is in After Call Work mode for another slpit, that agent isn't considered in AUX work mode for this split and isn't included in this number.

Есть глоссарий, но на английском, там приводится такая расшифровка сего -
after-call work (ACW)
A mode in which agents are unavailable to receive ACD calls. Agents enter
the ACW mode to perform ACD-related activities such as filling out a form
after an ACD call.

AUX-Work mode A work mode in which agents are unavailable to receive ACD calls. Agents
enter AUX-Work mode when involved in non-ACD activities such as taking a
break, going to lunch, or placing an outgoing call.

И split. Я перевожу как разделение, может по другому надо?
split A group of ACD agents.
Заранее спасибо