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Hi, 

I cannot get any ACW time related info for a callback call when ACW settings are configured for Mandatory, Discretionary. (Optional the same issue)

We have no issues retrieving ACW-related metrics for Mandatory, Time-box and Mandatory, Time-boxed no early exit .

So, I know that code works. What am I missing? Our call center is using Mandatory, Discretionary since we can always tell if someone is taking too long by looking at ACW averages. 

#Integrations
#PlatformAPI
#PlatformSDK

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Amit Abdul
CEO
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Hi Amit,

Just to clarify, when you check one of those callback interactions in Analytics → Analytics Workspace → Interactions, do you see any Wrap-up / ACW time recorded for the agent?

Since wrap-up is visible in the agent UI under Mandatory–Discretionary, it would be helpful to confirm whether ACW duration is actually appearing in the interactions analytics view for those callback calls.

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Phaneendra
Technical Solutions Consultant
Monash University
Australia
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