John,
Are you using PureConnect or Genesys Cloud?
This forum is for supporting the former where you can set an ACW status on the Workgroup. (I believe it defaults to a status of "Followup")
If you are using Genesys Cloud, then you are more likely to get an answer over on the Genesys Cloud - Main forum.
HTH
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Paul Simpson
Views expressed are my own and do not necessarily reflect those of my employer.
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Original Message:
Sent: 09-25-2024 16:43
From: John Banick
Subject: Dashboard for tracking active interactions in ACW
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
#ArchitectureandDesign
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John Banick
MidAmerican Energy Company
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