Total_Work_Time vs. Total_Time_ACW

[phil]

Hiya,

in comparison to the Total_Work_Time (target: Agent) the Total_Time_ACW[_on_Queue] statistic (target: VQ) do not count anything.

What might be the matter?

Cheers

Phil

[Steve]

ACW is not a queue stat, it is counted against agents, groups of agents, places and groups of places

[ecki]

Steve,

ACW time is not queue type stat, but you can get total acw time for calls delivered from specific Virtual Queue/ ACD Queue. You have to use main mask ACWCompleted and configure mediation DN

Steve,

In order to get this statistic to work for your VQs, you need to add the VQs to "Origination DNs" of Agent group, which members are targets of strategy distributing calls from this VQ. If there are some agents, who are not member of this group and are receiving calls from this VQ, then  theirs ACW will not be accounted.

Cheers,

e.

[gustav]

I don’t want to derail this thread, but this type of reporting (agent metrics off a queue) is readily available through Info Mart. 

Otherwise, for CCPulse/CCA ecki is spot on.