ACW for queue

Genesys Cloud Routing
1

Hi,

can someone please tell me the correct definition for after call work for queue and rp?

I want to calculate ACW for queue in CCA.

In DMA, I can define ACWCompleted and ACWMissed.

Is it what I use?

2

You can count ACW status (TotalAfterCallWorkStatusTime) for AgentGroup (group including all agents) and use filters ThisQueue to filter out only ACW associated to calls answered on given queue.