​Since PC does not export an average wrap up time, and our ACW is capped at 1:30, my reports are giving me false information indicating the average after call work is 1:30, when I know that it isn't because agents are going into wrap up to do their after call work.

The status details report does not provide an average wrap up, and when I view the XLS or XLSX reports in a pivot table, all the times go to #DIV/0 regardless of how I format the cells to show time.

Any suggestions?
​
#Reporting/Analytics

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Ryan Lackey
WESTERN GOVERNORS UNIVERSITY
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Ryan-
Can you provide a bit more detail around what report you are using?  Have you tried to use the Performance > Agent View to see and export this data?  Average ACW is a value that's provided in the views.  

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Darlene Oordt
Sr Director, Product Management
Genesys - Employees
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Original Message:
Sent: 05-22-2019 14:27
From: Ryan Lackey
Subject: Average Wrap Up

​Since PC does not export an average wrap up time, and our ACW is capped at 1:30, my reports are giving me false information indicating the average after call work is 1:30, when I know that it isn't because agents are going into wrap up to do their after call work.

The status details report does not provide an average wrap up, and when I view the XLS or XLSX reports in a pivot table, all the times go to #DIV/0 regardless of how I format the cells to show time.

Any suggestions?
​
#Reporting/Analytics

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Ryan Lackey
WESTERN GOVERNORS UNIVERSITY
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