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  • 1.  Show ACW in the Agent status

    Posted 07-09-2025 13:38

    Hello

    Our client wants to see ACW in the Agent status.

    We have not found any way to display this status, because according to GENESYS it is a CONVERSATION status and not a representative status.

    What can be done?

    Thank you in advance

    Anna 


    #PlatformAPI
    #PlatformSDK


  • 2.  RE: Show ACW in the Agent status

    Posted 07-10-2025 03:08

    Hi Anna,

    where do you want to display the ACW? The "Agent status view"? There is a tab "Performance" (aka "Agent performance View") that shows the average ACW for each agent.

    In Dashboards it is an agent-based time-based metric.



    ------------------------------
    Christoph Domaschke
    Leiter Service Center (Cronbank)
    ------------------------------

    Original Message


  • 3.  RE: Show ACW in the Agent status
    Best Answer

    Posted 07-11-2025 09:00
    Edited by Cameron Tomlin 07-11-2025 10:43

    It can be seen in the Queue Activity Detail view when you expand the info for a specific agent:



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


  • 4.  RE: Show ACW in the Agent status

    Posted 07-11-2025 10:35

    Thank you for reply

     

     

     




    Original Message


  • 5.  RE: Show ACW in the Agent status

    Posted 07-14-2025 08:10

    I know it's probably not what supervisors would like, but it's the best I can think of at the moment.



    ------------------------------
    George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
    Technical Adoption Champion
    Genesys
    2024 Community Member of the Year
    ------------------------------

    Original Message


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