Todd,
It looks like you are concerned with the amount of time after the ACW ends, and the rep is sitting in the preview time. Unfortunately, that time isn't really tracked and quantified in a metric. But, ther is a metric called "Active Total Callback". This is the actual time spent with the call active and the rep in ACW. You'd have to filter and export the interactions from the campaign, but you can subtract that metric from the Total Conversation Duration, and that will give you the amount of time the rep spent in that preview state.
Thank you,
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Jason Tripp
Business Technology Solutions Architect
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Original Message:
Sent: 06-24-2025 14:45
From: Cameron Tomlin
Subject: Outbound Dialing
Hello Todd,
To track ACW time, they will be in the "On-queue" status.
You can track this in Performance -> Workspace. You can track this on both queue and agent level. Just add the Avg ACW metric from the filters list.
You can take a look a this RC article and choose the appropriate one to your needs. It looks like you might have more success with Mandatory, Time-boxed as this will expire after the time limit and make the agent available for the next call automatically.
Hope this helps!
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Cameron
Online Community Manager/Moderator
Original Message:
Sent: 06-24-2025 14:33
From: Todd Dixon
Subject: Outbound Dialing
I have outbound agents, preview dialing mode.
They have an auto answer timer of 15 seconds. So they do not have to accept the call it automatically starts dialing at the 15 second mark.
Once the call ends they have an 2 minute after call work timer.
They can then just sit in this status for an endless amount of time. Where does this time get tracked, in what status? How do I track this time after the 2 minute timer expires.
Is there a way to have the dialer automatically initiate the next call after this timer expires?
#Reporting/Analytics
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Todd Dixon
Call Center Manager
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