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Vic

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ACW for queue
« on: January 01, 1970, 12:00:00 AM »
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Hi,

can someone please tell me the correct definition for after call work for queue and rp?

I want to calculate ACW for queue in CCA.
In DMA, I can define ACWCompleted and ACWMissed.
Is it what I use?

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Marked as best answer by on January 26, 2025, 06:44:51 AM

Grzegorz Ostrowski

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ACW for queue
« Reply #1 on: January 01, 1970, 12:00:00 AM »
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    • You can count ACW status (TotalAfterCallWorkStatusTime) for AgentGroup (group including all agents) and use filters ThisQueue to filter out only ACW associated to calls answered on given queue.
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