Workforce Engagement Management

We have quite a few agents that will show as if they have been on a call for hours, despite that call also showing disconnected on both ends and the agent actively taking new calls. This is not affecting all of our agents, and it seems more often than not this occurs towards the end of their shift on the 2nd to last or last call, though that is not always the case. Because of this, it is drastically distorting the data within Genesys for Average Handle Time or ACW. We have found a band-aid fix in the data we export out by placing a exclusion of any call with after call work after a set amount of time, but has anyone experienced something similar, and if so, identified a solution? 

Hi Cody,

For this question to reach a wider audience outside the WEM world, I would recommend asking the question on the Cloud CX community as well, although if it is only affecting some and not all the agents it may be better to reach out to Product Support so they can investigate further for you.