Since upgrading to SP11 on AACC 6.3, our reports are showing a lot of pegged calls under a header of Default_ACW Activity Code. The customer has a lot of questions about this and here's all I can find. Have any of you looked into this and able to share any findings?
ACW Enhancements on SP10:
Now when an agent enters the Post Call Processing state the post call processing time will accumulate against a special reason code for ACW.
This new special reason code is called ‘Default_ACW’. (00000)
Post Call Processing time begins when an agent enters the Not Ready state after releasing any contact, except DN calls and does not enter a Not Ready Reason Code, or enters the system default ACW code (00000).
There is now an additional way to exit the Post Call Processing state: by entering a Not Ready Reason code, other than the ‘Default_ACW’ code.
Post Call Processing time ends when an agent leaves the Not Ready state, places or receives a DN call, logs off or enters a Not Ready Reason code other than the ‘Default_ACW’ code.
The ‘Default_ACW’ activity code now appears in CCMA as a non-editable activity code.
ACW Enhancements on SP10:
Now when an agent enters the Post Call Processing state the post call processing time will accumulate against a special reason code for ACW.
This new special reason code is called ‘Default_ACW’. (00000)
Post Call Processing time begins when an agent enters the Not Ready state after releasing any contact, except DN calls and does not enter a Not Ready Reason Code, or enters the system default ACW code (00000).
There is now an additional way to exit the Post Call Processing state: by entering a Not Ready Reason code, other than the ‘Default_ACW’ code.
Post Call Processing time ends when an agent leaves the Not Ready state, places or receives a DN call, logs off or enters a Not Ready Reason code other than the ‘Default_ACW’ code.
The ‘Default_ACW’ activity code now appears in CCMA as a non-editable activity code.