Genesys Cloud - Main

Currently, the way our call center is that we have agents use the "ACW" aux code after calls, and have a few higher-level employees watch the time for those auxes to call out if it's getting too high, is a habit, etc.

There's been a discussion of using the "after call" or "wrapup" that is in Genesys after a call ends, and having the agent just choose a wrap up code when they're done.  This has a few benefits including reporting, ease of use for our agents, etc.  However, there doesn't seem to be any way to track how long someone is in after call in realtime?  Realtime Adherence module doesn't seem to view it, and if there's another way to view it realtime (we do not want after the fact), I can't find it.  Am I missing something?

#Reporting/Analytics

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Brian Mathews
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Hi Brian,

Its possible, but not straight forward currently.  On the queue activity detail view you can see time in ACW, but unfortunately you cant currently sort by this. I believe what you are looking for is currently in development: Supervisors can sort/filter real-time agent states to efficiently monitor activity

The other option would be to setup Alerts to notify the higher-level employees when ACW exceeds a certain threshold: Create an alert rule

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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