Calculating ACW in Chat Environment

General Discussion
1

Hi,

Can someone please tell me how to calculate ACW in Chat environment through ICON.

Thanks

2

I have a similar question though a little more general.

We are using Genesys Agent Desktop to handle Chat interactions.

The agent clicks End to “disconnect” the Chat interaction, though in CCPulse the agent status is still shown as CallInbound. It is not until “Mark Done” that the interaction is “released”. Is there a way to “release” the interaction at End? How can the time between End and Mark Done be reported (using CCPulse+ / CCA).

Thanks,
Alistair

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3

According to Genesys Docs > After-Call Work is a status for voice calls only. It does not exist for any multimedia interactions by design, hence the reason why you are not seeing this in CC-Pulse for Chat interactions

4

that’s an old thread!!

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