Open topic with navigation

Average After Call Work Time

The Average After Call Work Time section, in the IT Contact Analytics Detail dashboard, provides a graphical representation of the average After Call Work (ACW) time to evaluate whether an appropriate amount of time is being spent to properly wrap-up customer interactions.

• X-axis represents the time range.
• Y-axis represents the amount of time in seconds that agents spent wrapping up calls.
• Click the Explore button to view the Dossier.
  With the Dossier, you can create and design a customized and interactive display to explore your business data. From the left pane of the Dossier page, drag metrics and drop on the blank page in the right pane to view the corresponding details.

Usage Example:

If you want to view the average customer interaction wrap-up time taken in the last week for a specific Skill group, perform the below tasks:

1. From the Select Skill hierarchy, from the Skill Level drop-down list, select the skill group for which you wish to analyze the call details.
   
   Note: The Skill Levels provide you the skill groups in a hierarchical manner. You can start selecting from the highest Skill Level to the lowest Skill Level. The highest Skill Level is the parent skill and rest of the Levels are the children skills. For Example, start selecting from the and go on selecting the Skill Levels in an descending order till the Skill Level 0. However, you do not have any constraints from selecting directly from the Skill Level 0 as well without selecting a value from the parent Skill Level. But when a parent skill value changes, the corresponding children skill values are reset to All.

2. Select the Weekly tab.
   
   You can now view the answered calls detail in this section. Hover over a point in the graph to interpret the data through a tooltip.
   The legend depicts the fall or rise of the metric.

3. Click the Explore button to view the Dossier in a new tab. You can create the required business data using the available metric list. Refer to the below steps for more information on exploring the data.

To create an interactive display of your business data, perform the below tasks:

1. From the left pane, under DASHBOARD DATASETS, drag one or more metric or attribute and drop it under a section under Visualization 1.
   You can now view the corresponding data in the blank space.

2. From the right most pane, select a type of mode in which you wish to view the data. For example, select Grid to view the data in a table.

You can now analyze the data for the selected time range.