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ACW not getting pegged to proper skill 1

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sevelyn

sevelyn

Vendor
Jan 6, 2005
8
CA
ACW is not getting pegged against the skill handled by an agent. This is a :00 sec Available itme then the agent goest into ACW for her to skill rather than the skill just handled. It is not consistant.
 
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I believe they need to request ACW prior to releasing the call. This will not put them in ACW when they press it but it will automatically put them in ACW when they hangup. When it's done this way it associates ACW with the skill that the call was taken in.
 
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