# ACW Time is less than actual duration

**URL:** <https://community.brightpattern.com/t/acw-time-is-less-than-actual-duration/44>\
**Category:** Product Q&A\
**Created:** [September 10, 2020, 8:30pm UTC](https://community.brightpattern.com/t/acw-time-is-less-than-actual-duration/44 "2020-09-10T20:30:40Z")\
**Posts on this page:** 2\
**Page:** 1

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**Author:** ![theron.siers](https://avatars.discourse-cdn.com/v4/letter/t/e19adc/32.png) [@theron.siers](https://community.brightpattern.com/u/theron.siers)\
**Post date:** [September 10, 2020, 8:30pm UTC](https://community.brightpattern.com/t/acw-time-is-less-than-actual-duration/44/1 "2020-09-10T20:30:40Z")

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I have an agent who accepted an inbound call - before she dispositioned it, she had to make an Outbound call to follow up. In reviewing the Call Detail report - I see that her inbound call ACW started at 9:04, but didn’t end until 9:16. We only allow our agents 2 minutes of ACW. Call Detail shows this call had 45 seconds of ACW, but the time span doesn’t match? Does ACW pause for agents?

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**Author:** ![greg.luttbrightpatte](https://avatars.discourse-cdn.com/v4/letter/g/a6a055/32.png) [@greg.luttbrightpatte](https://community.brightpattern.com/u/greg.luttbrightpatte)\
**Post date:** [September 10, 2020, 8:33pm UTC](https://community.brightpattern.com/t/acw-time-is-less-than-actual-duration/44/2 "2020-09-10T20:33:43Z")

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Yes - as a reminder, ACW is interaction based. As the agent made an outbound call before finishing her inbound call - her inbound ACW time was suspended (the timer paused while the outbound call was in progress). Actual ACW time on the call was only 45 seconds - Agents can not exceed the timer set