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  • 1.  Webmessaging occupancy

    Posted 08-14-2023 02:52
    No replies, thread closed.

    Hi,

    we want to send effective handling time (tTalkComplete + tAcw) in 15 minutes intervals to a third party WFM solution. While Webmessaging (and web chat) interactions will automatically go on hold when another interaction is in focus, this does not happen when the interaction is disconnected and ACW is counting.

    We are counting ACW from one interaction at the same time as tTalk of the other, meaning we double the handling time.

    Is there a way to somehow get the exact focus time of an interaction?

    Thanks,

    Jeroen


    #Reporting/Analytics

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    Jeroen van der Sandt
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  • 2.  RE: Webmessaging occupancy

    Posted 08-30-2023 13:48
    Edited by Nicole Milliken 08-30-2023 13:48
    No replies, thread closed.

    Hi @Jeroen van der Sandt,

    You have an answer to your question on the latest Q&A Show found here! 

    Hope this helps you out.



    ------------------------------
    Nicole Milliken
    Genesys - Employees
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    Original Message


  • 3.  RE: Webmessaging occupancy

    Posted 08-31-2023 09:33
    No replies, thread closed.

    I don't think that answer quite understood the question. Almost but not quite. 

    They seem to imply that the system doesn't already handle the hold portion at the interaction left. 

    Scenario that's easy to reproduce:

    10:00am Chat 1 connected to agent. Chats for 2 minutes

    10:02am Chat 2 connected to agent. System automatically places Chat 1 on hold. User chats with 2 for 3 minutes
    10:05am User toggles back to chat 1. System places chat 2 on hold. Chats for 1 minute and disconnects. 
    10:06am User continues chatting with Chat 2 for 4 minutes
    10:10am Chat 2 ended
    Chat 1 handle time= 6 minutes
    Chat 1 Talk time= 3 minutes
    Chat 1 hold time = 3 minutes

    Chat 2 handle time = 8 minutes
    Chat 2 Talk time = 7 minutes
    Chat 2 Hold time = 1 minute


    now here is the rub that's related to Jeroen's question. If Chat 1 ends and goes to AfterCallWork(ACW) for 3 minutes there could be a couple options
    11:00am Chat 1 goes ACW for 1 minute
    11:01am User switches to Chat 2 for 1 minute
    11:02am User switches back to Chat 1 still in ACW
    11:03am User completes Chat 1's ACW

    Was this Chat in ACW for 2 minutes or 3 minutes? It's a matter of perspective. 
    They started at 11:00 and ended at 11:03 so that is 3 minutes and should be accounted for but a solid argument is there for a separate metric showing the active ACW. 

    But, unlike Hold, it's a bit trickier. Talking, Hold and ACW are states. So when we toggle from 1 chat "talking" to another chat, it changes the state to Hold. In ACW there isn't another state that it can toggle to. The fix would be to have some kind of "Paused After Call Work" state. Then when toggling to the other chat it could go to pACW then back to ACW



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    Allen Coley
    Chewy
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    Original Message


  • 4.  RE: Webmessaging occupancy

    Posted 09-01-2023 03:00
    No replies, thread closed.

    Hi Allen,

    that's exactly the issue we see and a "Paused After Call Work" would work.

    Regards,

    Jeroen



    ------------------------------
    Jeroen van der Sandt
    bol.com B.V.
    ------------------------------

    Original Message


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