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  • 1.  Average ACW time is more than 2 hours within Performance Agent

    Posted 04-10-2020 13:46
    No replies, thread closed.
    Hi,

    I have some confusion of the metric Average ACW time for some agents today when checking on the agent performance view

    The Avg ACW is more than 2 hours, however all the queues assigned to the agents are set to "Mandatory, Time-boxed no early exit" = 45 seconds


    So I don't understand why in some interaction I have more than 2 hours as ACW.

    Thank you in advance.
    #Reporting/Analytics
    #Unsure/Other


  • 2.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-10-2020 15:37
    No replies, thread closed.
    What does the Agent Metrics Report show for those agents during the same period?

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    George Ganahl GCP (Genesys Cloud), ICCE
    Principal Technology Consultant
    Genesys
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    Original Message


  • 3.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-10-2020 16:08
    No replies, thread closed.
    I'm also having the same issue. Found an interaction that showed  2 days of wrap up time before the interaction even started. It was an escalated call that was transferred to another queue. The 1st agent shows 15 hours of wrap up time before receiving interaction. The 2nd department shows 2 days of wrap up time before they receive the interaction.

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    Rosalia Soto
    Mailmyprescriptions.com Pharmacy Corporation
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    Original Message


  • 4.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-10-2020 16:47
    No replies, thread closed.
    We, too, are seeing agents with ACW measured in days.  At first, it looked like a few new hires who had stayed in ACW on their last call before going back to the classroom for one or two days.  However, it's more than just our new hires.

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    Bruce Lambert
    Bright Horizons Family Solutions LLC
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    Original Message


  • 5.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-10-2020 23:50
    Edited by Paulo Mesquita do not use 04-11-2020 00:09
    No replies, thread closed.
    We also have a case for this.

    The problem is actually not related to the Agent Performance View, but we can see the platform has added a long Wrapup segment before the start of some interactions:



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    Paulo Mesquita
    Spark NZ Trading
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    Original Message


  • 6.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-11-2020 07:03
    No replies, thread closed.
    Hi George Ganahl, 

    I check also for the report Agent Metrics Report for the same agent and it is showing 127 hours on the Total ACW time metric and 3 hours on the ACW Average...

    Thank you.


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    Oudderhem Mostafa
    Coverage-Communication
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    Original Message


  • 7.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-12-2020 09:59
    No replies, thread closed.
    There was an issue with a service early Friday morning where times were being mis reported. That was resolved so any new interactions should be fine.  We are working on a fix to resolved the existing interactions reporting long acw times.

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
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    Original Message


  • 8.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-12-2020 10:50
    No replies, thread closed.
    Hi Darlene,

    Many thanks for your reply, I will check if it works fine with our customer next Monday and keep you informed.

    Thank you.

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    Oudderhem Mostafa
    Coverage-Communication
    ------------------------------

    Original Message


  • 9.  RE: Average ACW time is more than 2 hours within Performance Agent

    Posted 04-12-2020 13:31
    No replies, thread closed.
    Sounds good. It's also always a good idea to log a care case when you see anything unusual so they can triage and keep you updated if it is an identified issue.   Have a good rest of your weekend!

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    Darlene Oordt
    Sr Director, Product Management
    Genesys - Employees
    ------------------------------

    Original Message


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