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  • 1.  User AvailabilityReport

    Posted 08-21-2019 17:55
    Hello,

    I am looking at the user availability for one of our agents and the Non-ACD seems off.  It is the exact amount of time that DND and Unavailable shows.  I have read some of the other questions posted by users on the very same report and Non-ACD status and I am still not clear.

    I would really like a better understand of what the Non-ACD status is exactly showing.  It has caused confusion with our supervisors as we are only 2 weeks into production.

    Any detailed information is greatly appreciated!

    Thanks.
    Tina
    #Reporting/Analytics

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    Tina Castro
    NorthWestern Corporation
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  • 2.  RE: User AvailabilityReport

    Posted 08-23-2019 09:40
    Tina,

    Here is the help file for the report in question: https://help.genesys.com/cic/mergedProjects/wh_rh/desktop/user_availability_summary_and_detail.htm

    Non ACD is Non-ACD status duration (status allows ACD Calls = false) so in other words any time the agent is in a status which does not allow ACD. I think by default the on a call status is set Status allows ACD Calls = false so if you are using on a call status when ACD agents are on a call this could be messing up your reports. 

    Thanks,

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    Mark Tatera
    ConvergeOne

    Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
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