Workforce Engagement Management

Hello,

Long time lurker first time posting. I have a few questions and observations about ACW. We have our 400+ agents using the request ACW future with the ACW time box set to the max which is 900 seconds. Sometimes our agents have a complex call and need more time above this limit. Once the agent is approaching this limit, they have no choice but to switch into another status to avoid receiving another interaction.

I see a few issues with this.

1. Both agent and queue performance, AHT and ACW time is not accurately tracked. This leads to a lower ACW than what is truly happening.
   1. Example A: TT is 10 minutes + ACW is 12 minutes = AHT is correctly captured at 22 minutes.
   2. Example B: TT is 20 minutes + ACW is 15 minutes + Agent had to switch to Away status for 5 minutes to finish ACW = ACW recorded as 35 minutes. Actual ACW is 40 minutes. 

2.Because schedule generation uses AHT & offered demand to factor needed agent headcount, the inaccurate capture of true AHT can cause the generation to schedule less agents when using flex scheduling options.

Anyone found a way to capture all the ACW time even past the 900 max allow by Genesys?

#Performance Management

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Garrett Gardner
Meijer Great Lakes Limited Partnership
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1. The following idea in Ideas lab looks relevant for an increased ACW time box: https://genesyscloud.ideas.aha.io/ideas/INB-I-837
2. You could, for some mitigation, add broad modifications (e.g., change percent per interval by +1%) to AHT in the forecast

Number 1 would be ideal since without it, as you noted, there are real-time and historical adherence ramifications for the agent changing status to a non-adherent one.

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Jay Langsford
VP, R&D
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Hi! You can make ACW discretionary also! There wouldn't be a limit. We used to use this in our organization. The downside is that agents could stay in ACW unnecessarily to prevent getting another interaction; however, if you have a lot of complicated issues, the reward may outweigh the risk. Another thing is that if agents don't wrap-up their last interaction of the day before leaving, it clocks ACW overnight and creates peaks in your handle time forecast that you'll need to adjust. 

We created a metric using agent total ACW time from the Performance reports divided by total scheduled On Queue time from the Historical Adherence report to monitor and coach based on those with abnormally high percentages of ACW. We've since changed to the time-boxed ACW because the majority of our interactions don't require a lot, but if you're consistently needing more than the max time, discretionary may be the way to go.

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Angela Robinson
Senior Workforce Management Analyst
Alcon Vision LLC
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