When we calculate AHT, we use multiple stats such as:
Inbound_Talk
Hold_Time
Consult_time
aftercallwork_time
This gives us an AHT for each agent when running this report in Hyperion.
We now want to break this down by activity but cannot do so for aftercallwork. The reason here is that when an agent uses this status (through the alcatel handset using wrap button) genesys does not define the activity they have just finished the call from. So at the moment we can create AHT by activity but not include any aftercallwork stats within it.
Our support contractors have suggested this can be achieved using the softphone but not specified how.
Any help would be appreciated?
Thanks,
WA