
Work time and occupancy
Timed After Call Work (ACW)
If the ACW Agents Considered Idle option is not set, Timed ACW time is included in the calculation of an agent’s work time and occupancy.
VDN of Origin Announcement
All of the time spent listening to a VDN of Origin Announcement is included in the calculation of an agent’s work time and occupancy.
Avaya Business Advocate User Guide | February 2006 121 |