Aftercallwork Stats

[PFCCWA]

When we calculate AHT, we use multiple stats such as:
Inbound_Talk
Hold_Time
Consult_time
aftercallwork_time

This gives us an AHT for each agent when running this report in Hyperion.

We now want to break this down by activity but cannot do so for aftercallwork.  The reason here is that when an agent uses this status (through the alcatel handset using wrap button) genesys does not define the activity they have just finished the call from.  So at the moment we can create AHT by activity but not include any aftercallwork stats within it.

Our support contractors have suggested this can be achieved using the softphone but not specified how.
Any help would be appreciated?
Thanks,
WA

[cavagnaro]

Agents must not use handsets...slap ther hands. LLong time ago I posted same question and code in order to do this. Search for VB + ACW + Action Code

[PFCCWA]

Unfortunately we cannot stop the agents from doing this!
I have searched and found a few posts related to what I am looking for but dont appear to give a final answer.  Could you forward the link to your post please?

The call attribute is lost after the call is released so what settings could I use to make sure it stays?

I also noticed on a post reference to KVP, as a newbie could this explained?
Thanks.
WA

[cavagnaro]

http://www.sggu.com/smf/index.php/topic,2284.0.html