To display Agent Average After Call Work (AACW) information on the Agent Dashboard and the Bookmark Ticker, follow these steps:
1. Display AACW on the Agent Dashboard:
- Location:
- Navigate to: Configuration > Screen Pop > CTI Link.
- Find the section: Realtime Integration.
- Required Configuration:
- Make sure the Integrate CM/CMS API checkbox is selected.
- For Historical Agent Information, select Avaya CMS.
Once configured, the AACW information will appear in the Agent List Info section on the Agent Dashboard.
2. Display AACW on the Bookmark Ticker:
- Location:
- On the Agent-Queue Dashboard page, click Select Skills.
- Required Configuration:
- This setting is configured by Role.
- Select the appropriate Role for which you want AACW information to be displayed.
- In the list of display fields, check the AACW checkbox.
Once configured, the AACW information will appear on the agent's Bookmark bar.