I have an agent who accepted an inbound call - before she dispositioned it, she had to make an Outbound call to follow up. In reviewing the Call Detail report - I see that her inbound call ACW started at 9:04, but didn’t end until 9:16. We only allow our agents 2 minutes of ACW. Call Detail shows this call had 45 seconds of ACW, but the time span doesn’t match? Does ACW pause for agents?
Yes - as a reminder, ACW is interaction based. As the agent made an outbound call before finishing her inbound call - her inbound ACW time was suspended (the timer paused while the outbound call was in progress). Actual ACW time on the call was only 45 seconds - Agents can not exceed the timer set