We are sturggling with getting accurate AHT for concurrent interactions. We use ACW as optional, as we perform quite a lot of after call work and it's a valuable part of the AHT calculation for a good percentage of interactions.
My understanding is that when a chat is "in focus" in Genesys, it shows as interacting in the timeline and the concurrent "out of focus" chat shows as on hold. If the agent switches chats, then the timeline reflects this.
However, if the "in focus" chat is moved to ACW and the agent switches to the 2nd chat before completing ACW, then the ACW timer on chat 1 is not paused. Nothing is shown on the time line in Chat 1, just an ever growing AHT
The effect of this, is that we see some interactions with huge ACW times.
We are solving from a process perspective ,by asking agents to ensure ACW is completed before responding to chat 2, but would love Genesys to pause the ACW timer if the interaction is out of focus.
Before requesting in Ideas portal, I wanted to check if our understanding was correct.
#Reporting/Analytics------------------------------
Patrick Redford
Product Owner: Service Center Solution (Genesys Cloud CX)
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