Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM

Title: ACW for queue
Post by: Vic on January 01, 1970, 12:00:00 AM

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?

Title: ACW for queue
Post by: Grzegorz Ostrowski on January 01, 1970, 12:00:00 AM

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.