Agents Acw - Avaya IP Office User Manual

3.6 Agents ACW

Agents ACW
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· This statistic is only available for queues.
· Its shows the number of agents in the queue who are currently in the After Call Work (ACW) state.
· For users who previously used CCC, the ACW state is similar to Busy Wrap Up.
After Call Work (ACW)
After Call Work indicates that the agent is not available to receive
related activity. Typically this is used for activities such as call records and data entry that need to be completed before
handling another call. A number of controls are available for
automatically put into ACW state after a queue call or else they can manually select to enter the state when required.
Note: The Wrap-Up feature briefly applied to the end of all calls including queue calls is also reported as After Call
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Work state.
Statistic Settings
All supervisors can customize the settings of each statistic column included in a view. The changes are applied to the
existing data since the last
Settings. Customize the statistics settings as required and then click Update.
· Alarms
These controls allow you to select whether a warning and or an alarm is given for the statistic and to set the
threshold levels beyond which those events occur.
· When enabled, the background color of the cells is used to indicate their current alarm state.
Enabled / Cleared
(Green)
· Alarms and warning are updated approximately every 8 seconds.
· Alarms and warnings are automatically cleared when the cell value returns to the threshold level.
· Agents and supervisors can acknowledge alarms and warnings in their views by clicking on the colored
cell. This only affects their view. Acknowledging an alarm also removes it from the alarm list.
· The alarm and warning settings are applied to all cells in the statistic column. When applied to an agent
statistic, the same setting is are applied to the whole column, even when you change which queue's
agents are being viewed.
· Note that when enabling or disabling alarms and warnings, the new settings only get used at the next
change in the value of the relevant cells.
· Warning Threshold
Select to enable a warning threshold and to set that threshold.
· Alarm Threshold
Select to enable an alarm threshold and to set that threshold using the slider control or by entering the
number directly.
CCR 1.0 User Guide
IP Office
view statistics reset . Click on the statistic name at the top of the column and select
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Warning
(Yellow)
queue calls while they perform some other call
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After Call Work . Agents can be configured to be
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Alarm
(Red)
Acknowledged
(Blue)
15-601130 Issue 1k (22 May 2009)
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