ACW ON OUTBOUND CALLS

[GarethRoynon]

Hi,

I have a team who have requested that they use Call Work Codes for outbound calls. Ive set it all up but didnt realise that they only go into ACW when they take an ACD call. 80% of their calls are Outbounds and they are not going into ACW after they make an outbound.

Does anyone know how I can change it so they go into ACW after an outbound call. Is it on the COR or COS or hunt form?? if anyone can advise id appreciate it.

Thanks,
Natalie

 

[jfh9219]

When your agents make an outbound call they are in AUX workmode. When they are done, they could enter ACW mode manually. CMS reporting differs depending on object being measured (e.g. VDN vs Agent) in that for some objects ACW time is only accumulated when it immediately follows an ACD call.

It is a shame that Avaya does not support and outbound skill. We require our agents to enter a specific AUX reason code for our outbound calling campaigns. When can then track when ACW time follows legitimate outbound calls.