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  • 1.  Display ACW in the Agent status

    Posted 07-09-2025 13:32
    No replies, thread closed.

    Hello

    Our client wants to see ACW in the Agent status.

    We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

    What can be done?

    Thank you in advance

    Anna


    #Reporting/Analytics

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    Anna Mazor

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  • 2.  RE: Display ACW in the Agent status

    Posted 07-09-2025 13:44
    No replies, thread closed.

    Hello Anna, 

    You can view ACW through agent activity, its not a direct agent status you can view agents who are in ACW. There is a specific metric that displays the agents with pending wrap-up work. You can also use the "Show agents who are in ACW" to monitor this activity. 

    Cheers, 



    ------------------------------
    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Display ACW in the Agent status

    Posted 07-09-2025 13:59
    No replies, thread closed.

    Thank you for your reply.

    Are these Views  REAL TIME?

     

     

     




    Original Message


  • 4.  RE: Display ACW in the Agent status

    Posted 07-09-2025 14:56
    No replies, thread closed.

    The "Show agents in ACW" should be, yes. 



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    Cameron
    Online Community Manager/Moderator
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    Original Message


  • 5.  RE: Display ACW in the Agent status

    Posted 07-10-2025 00:50
    No replies, thread closed.

    Hi, Unfortunately I can't find this view

     

     

     




    Original Message


  • 6.  RE: Display ACW in the Agent status

    Posted 07-09-2025 15:31
    No replies, thread closed.

    hi @Cameron Tomlin where can i see this option "Show agents in ACW"? is this a column in Agent Status view?



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    suyog gupta
    Principal Management Engineer
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    Original Message


  • 7.  RE: Display ACW in the Agent status
    Best Answer

    Posted 07-10-2025 05:46
    No replies, thread closed.

    There are a few different places you can see the agents in ACW in real-time:

    • Agent Performance and Agent Status - Duration Columns
    • Queue Activity Detail - Duration column
    • Dashboard with Agent Status Widget and Display as table will also show the Interaction and ACW duration



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

    Original Message


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