Average ACW Time vs Total ACW Time 1

[p26974]

Comparing Avg ACW Time with Total ACW Time, the two don't tally.

On paper, you'd assume that ACD Calls x Avg ACW Time would total Total ACW Time, but there seems to be no correlation.

I wonder whether, perhaps, its due to Agents using ACW without there having been a call first? Any ideas why else this may be the case??

 

[cyberjamos]

The average ACW time counts the average amount of time spent in Call Related ACW, i.e. ACW immediately after a call - total ACW time count ALL ACW time, whether related to a call or manually selected.

Cheers,
NJ

PS: Please let me know if my advice has been of any use.