Richard,
Thanks for your reply.
The Avaya CMS DB Items and Calcs manual for acwtime vs i_acwtime reads differently than your interpretation. The way I'm reading it is that it doesn't behave like acdtime vs i_acdtime. acwtime measures ACW that is associated with an ACD call only, and has nothing to do with when it gets counted. acwtime is the call associated subset of i_acwtime. I'm lamenting the the fact that Avaya didn't do for acwouttime what it has done for auxouttime, where it has defined a call associated subset as i_acdaux_outtime.
While it's likely your suggestions would provide the solution, the ROI couldn't allow it. My solution was to advise the agents to place outbound calls in ACW immediately following and before ending the inbound call. That way their outbound time while in ACW gets captured in acwtime only. If an agent should need to place an outbound call in ACW after the inbound call has already ended, then the agent should wait for the next inbound call to enter ACW.
For reference below:
Difference between ACWTIME and I_ACWTIME:
ACWTIME is the duration of time an agent spends in ACW that is associated with an ACD call. I_ACWTIME is the sum of time an agent spends in ACW during the collection interval. This includes time that is associated with the ACD call and the time an agent spends in ACW that is not associated with an ACD call. I_ACWTIME also accounts for the extra time an agent spends in ACW for which an association with the prior ACD call cannot be established.
Difference between ACDTIME and I_ACDTIME:
In an inbound ACD call overlapping two consecutive time intervals, I_ACDTIME records the call in the first interval for a duration spanning the start of the call until the end of the first interval and continues to record the call in the second interval for a duration spanning the start of the second interval until the end of the call. In a similar situation, ACDTIME records the entire duration of the call in the second interval because that is the interval in which the call ends. In other words, I_ACDTIME tracks the ACD time by interval whereas ACDTIME tracks the ACD time by the call.