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  • 1.  Dashboard for tracking active interactions in ACW

    Posted 10-03-2024 12:40

    Greetings everyone!

    I am a newer admin and am working to improve one of our current processes.

    One suggestion I had is a dashboard for solely tracking active After Contact Work to assist our Workforce. Since ACW is not a status and all ACW metrics are based on the time or count, I have hit a roadblock with this proposal.

    I have looked through previous threads and was not able to find an answer or solution to this issue. Currently, we have a board that shows agent status and it has to be sorted through manually. You cannot sort the information in table by interaction time / ACW time. It is not efficient, but works for this tracking.

    I would appreciate any help or advice for this project.

    Thanks for reading and have an awesome day!

    John


    #Reporting/Analytics

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    John Banick
    MidAmerican Energy Company
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  • 2.  RE: Dashboard for tracking active interactions in ACW

    GENESYS
    Posted 10-04-2024 08:32

    Hello John and welcome to the community, I am one of the moderators that help answer questions and general moderation. 

    While I have not worked with Dashboards a lot. Maybe you could build a dashboard around User ACW time, I do understand that interaction/ACW time are closely tied together User ACW is a metric that you can use. 

    1. Dashboard documentation, User ACW metric
    2. I have also found this dev forum post about calculating average ACW. 

    Anyways this is just my two cents, maybe the community can give other ideas!

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


  • 3.  RE: Dashboard for tracking active interactions in ACW

    Posted 10-11-2024 09:00

    Hi, John! 

    We have the same issue in our organisation. The questions that we are trying to answer is the following: which agents are currently in ACW and for how long each of them was in ACW and who was in ACW the longest? All in real time. 
    @Cameron Tomlin you are providing the answer to the problem of aggregated historical values for the selected period, which unfortunately doesn't help intraday management in the organisations. 
    As users like to come with solutions (:D)  I will share what our WFM teams are asking for: "we would like to have a performance view, similar to the right part of Queue Activity Detail view, but for all queues. It should provide ability to filter and sort by statuses and time spent in different activities including hold and ACW as well as media type to spot agents stuck in callback tasks."



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    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
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    Original Message


  • 4.  RE: Dashboard for tracking active interactions in ACW
    Best Answer

    GENESYS
    Posted 10-14-2024 09:04

    I believe what you are looking for is currently in development: Supervisors can sort/filter real-time agent states to efficiently monitor activity

    I don't think it is currently possible to sort by time in ACW



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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    Original Message


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