Default_ACW Activity Code

[telebub]

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.

 

[Utreg]

Looks like the pegging on the 'old Nortel CC 6.0'; Since that database is setup in 15 minutes intervals there is a lot of pegging on 'default Activity codes'.

Example: If a call arrives at 12:14 at an agent and the agent enters the Activity Code at 12:16 a 'Default Acitvity code' is pegged (since no Activity was logged in the 12:00-12:15 interval) and also the entered Activity code is pegged (in the interval 12:15-12:30).
So if calls overlap a 15 minutes interval there probably will be a 'Default Acitvity code' pegged.

Since also AACC 6.3 uses the 15 minutes intervals I think that 'good old pegging' is still applicable and is not SP11 related....

 

[telebub]

Default_ACW was introduced in SP10. This customer has been on SP8 for a couple years and never saw it. Now after going SP11, they see it and say it skews their numbers. I've opened a case with Avaya to try gain more knowledge about it.

 

[Supernn]

We also recently discovered this and this is what we have come up with so far:
When using the CCAD client the agent can go on NRD without code during the call, this then automatically puts the agent on NRD with Default_ACW after the call.

Do not do this on the phone without a package installed, this will disconnect the call!
To do this, the agent still needs to press after the call, within the set break-time NRD, but NOT with a NotReadyCode!​

Agents can then after the ACW state go on the next NRD code (e.g. Lunch) and the time for this NRD period is not pegged against your AHT.
It does still scr.w up the real time displays, as the RTD in CCMA only displays the latest NRD code and the total time the agent has been in NRD state.
This is I think scheduled for 6.4

So:

Agent talks and presses NRD during call
Agent goes on "Default_ACW" for 5 minutes
Agent goes on "Lunch" for 30 minutes
Supervisors sees agent on NRD "Lunch" for 35 minutes​

If the agent in between "Default_ACW" and "Lunch" goes quickly on idle, the timer is reset and the RTD of the Supervisor shows the correct time, however the agent might be presented with a call and pushing NRD then triggers the same as above...