My call center has Cisco PCCE 11.6 with Finesse browser. We make a lot of outbound calls so we are unable to use After Call Work (ACW), as designed. The ACW timer is set to 12 seconds and if more time is needed, which is 98% of the time, agents place themselves on Not Ready - Follow up. We tried implementing the unlimited ACW timer, but if they place outbound calls, it doesn't put them back on ACW after the call ends, it puts them on Ready. So to have a uniform process, we decided to use NR Code - Follow Up as ACW for all calls, even if they don't make any outbound calls. Well, this process only allows me to capture the ACD AHT, as the Not Ready codes are not tied to calls, which is totally understandable. I've tried to work with our support team, to customize AHT SQL reports in CUIC and bring the ACD and Not Ready tables together, but I've been advised this is not possible. Because of that, we calculate the AHT in Excel, which is very time consuming when you have over 100 agents. Any suggestions or solutions to this? Thanks
