Hey folks -
So the fields do behave a little bit differently. iAgentQueueStats.tACW will track the amount of time an agent spends in a system assigned ACW status. iAgentQueueStats.tACWComplete will track that full amount of time in the system assigned ACW session, but will track that full amount of time in the interval in which it completes.
SCENARIO01: Agent01 disconnects a call and is put into Follow Up status at 1:40. The Follow Up lasts 5 minutes, and they are put back into Available status at 1:45. In this case, tACW and tACWComplete for Agent01 in the iAgentQueueStats view will both be 300 (number of seconds in system assigned Follow Up status (tACW) and the full 5 minutes completed in the 1:30 interval (tACWComplete)).
SCENARIO02: Agent01 disconnects a call and is put into a Follow Up status at 1:58. The Follow Up lasts 5 minutes, and they are put back into Available status at 2:03. In this case, for the 1:30 interval tACW = 120 and tACWComplete = 0 (because the Follow Up session did not complete in this interval).
The 2:00 interval for this scenario show tACW = 180 and tACWComplete = 300 (because the full Follow Up session completed in this interval, and it lasted 5 minutes).
Neither field will track manually set Follow Up time, like "Extended Follow Up" that is agent selectable, out of the box. That time will be tracked in iAgentQueueStats.tAgentInACW.
However, it also depends WHEN the agent selects the "Extended Follow Up" status. If the select that status while they are still in the system assigned Follow Up, then that Extended Follow Up will still be tied to the previous ACD interaction. If they go from system assigned Follow Up, back to Available (even for a split second), then select Extended Follow Up, SCENARIO02 above still applies. Because they went back to Available, the manually selected Extended Follow Up will not be tied to an ACD interaction.
Lastly, it depends on certain server parameters that may be in play within a system as well. Have a look here, specifically at the StatServer_* related parameters:
https://help.genesys.com/cic/mergedProjects/wh_ia/desktop/optional_general_server_parameters.htm
There are server parameters that can be enabled that impact how FollowUp and Extended Follow Up type statuses impact the data gathered in the tACW fields in the database.
Isn't tracking ACW fun!? :-)
Trent.