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Introduction
CentreVu®
CMS R3V8 Database Items and Calculations
Terminology 1-7
After Call
Work (ACW)
Work done when the agent is not on a call. There are
two types of after call work (ACW): call-related ACW
and ACW not associated with a call. An agent enters
a call-related ACW state by completing a manual-in
call or, on Generic 3 switches, by pressing the ACW
feature button during an automatic-in call, and then
completing the call.
CentreVu
CMS tracks call-
related after call work in the call-based ACWTIME
item and in the interval-based I_ACWTIME item.
An agent on a Generic 3 switch can enter the ACW
state without having an associated call by pressing
the ACW feature button while available or in the
auxiliary (AUX) mode.
CentreVu
CMS will track this
ACW time in the I_ACWTIME item, but not in the
ACWTIME item.
For Generic 3 switches without the EAS feature, the
ACW time not associated with an ACD call will be
tracked for the split whose ACW feature button the
agent pressed. For Generic 3 with Expert Agent
Selection (EAS), the ACW time not associated with
an ACD call will be tracked for the first skill
administered for and successfully logged into by the
agent.
In Generic 3 Version 3 and later Generic releases, an
agent in after call work who reconnects to a held
AUXIN or AUXOUT call will return to the after call
work mode when the AUXIN/OUT call is terminated.
The after call work time accrued following the
termination of the AUXIN/OUT call is after call work
not associated with an ACD call, and only counts as
I_ACWTIME, not as ACWTIME.
For Generic 3 releases prior to Generic 3 Version 3,
an agent who reconnected to a held AUXIN or
AUXOUT call from the after call work mode returned
to the available state upon completion of the call.
Agent The login ID that staffed the extension. This term is
often extended to mean the person who used the ID
to staff the extension. In all cases, the term
agent
implies measurement by
CentreVu
CMS.