ACW failure with on-hold calls

[dudecrush]

Hello,

I've got a Definity G3RV11, and running CMS V12. I have something that popped up recently....

All of our queues have After-Call Work (ACW) times (2 minutes) programmed into the hunt group. Yesterday, a call queued to an agent, who put the caller on hold while they wrapped up a minor task. The on-hold caller abandoned after 6 seconds. After the abandon, the agent immediately received another call - ACW did not work at all.

The perception is that even if the call abandoned, the agent should've gone to ACW and not received another call. I ran a test from my desk, and it confirmed their description of the behavior.

Is this "just the way it is", or can this behavior be changed somewhere to eleict the desired outcome?

 

[dudecrush]

And one other thing - I did check System Parameters Features, and the setting "ACW Agents Considered Idle?" is set to yes.

 

[SF0751]

If you do not want your ACW agents to received ACD queue calls, the field "ACW Agents Considered Idle" should be set to NO.

From the Avaya manual: Enter y to have agents who are in After Call Work included in the Most-Idle Agent queue. This means that ACW is counted as idle time. Enter n to exclude ACW agents from the queue.

Susan
You can have it all. You just can't have it all at once.

 

[dudecrush]

SFO751 - I saw the same thing in my Avaya manual, but I read it the other way. I'd want it set to Yes because I want them to be considered idle for the ACW interval specified in the skill. If I set it to No, then they'd recieive calls while in ACW. Given that ACW works in exactly that way for every other queue call, I'd say it's set correctly.

Let me know if my logic is wrong...

 

[SF0751]

Check your hunt group type. All of mine are EAD-MIA (Expert Agent Distribution - Most Idle Agent), so only Idle agents can receive queue calls. If this queue is working differently than all of your other queues, my guess is that the other skills are set as UCD-LOA or EAD-LOA, and you are using UCD-MIA or EAD-MIA for the queue in question.

Susan
You can have it all. You just can't have it all at once.

 

[dudecrush]

SFO571 - Son of a buck...

My hunt group is set to UCD-MIA, not EAD-MIA. Still, though, the fact that both contain MIA tells me that the call should belong to the Most Idle Agent queue. ACW should still work, shouldn't it?

 

[SF0751]

If a hunt group is set to Most Idle Agent, and ACW is set to consider ACW time as IDLE time, then agents in ACW mode are idle agents and can receive ACD calls.

Susan
You can have it all. You just can't have it all at once.