We are seeing this as well.
In our scenario, call comes into Queue A and Agent A answers that call. Agent A can't solve the issue so Agent A sends the interaction to Agent B via transfer to the agent directly. Agent A then proceeds with ACW and moves on with thier day.
Agent B talks with the customer, solves the issue but doesn't close the ACW by dispositioning that call or clicking DONE. This results in the max ACW time being added to the ACW, even though that time WASN'T completely the fault of a member of that queue.
The desire on the Queue Performance workspace is that it ONLY includes AHT / ACW / ETC of QUEUE Members. I am looking at other ways my business can report on these stats for more accurate counts, if you all have recommendations, I am all ears :D
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Joe Ulrich
Evolve Bank & Trust
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Original Message:
Sent: 10-31-2023 15:29
From: Paul Simpson
Subject: ACW attributed to queue from transferred Call
@Tony Gibson,
Have you made any progress with this? Can you confirm that the transfer is being made to a second ACD queue, not directly to an Agent? Did you open a ticket?
I have a customer who is experiencing a similar issue, and have a ticket open with Genesys. It might be worth connecting them together if it's the same thing.
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Paul Simpson
Eventus Solutions Group
Original Message:
Sent: 10-16-2023 19:30
From: Tony Gibson
Subject: ACW attributed to queue from transferred Call
Hi all,
New to Genesys Cloud - we have discovered that when a call has been transferred from agent A that received an ACD interaction, to agent B that is not in the same queue, the ACW from Agent B is being counted against the original queue.
Is there a setting or method so that these transferred calls do not count towards the original queue?
Thanks in advance
#Unsure/Other
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Tony Gibson
Newcastle Greater Mutual Group
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