AHT with Not Ready Codes - PCCE 11.6My call center has Cisco PCCE 11.6 with Finesse. 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 ...

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 pla...