RingCX reporting currently logs redundant entries for a single "After Call Work" (ACW) session; this should be updated to match the single, continuous state shown in the Agent UI.

Currently, submitting a call disposition while in ACW triggers a new, duplicate ACW state in Agent State Change Raw and Agent States Transition reports, despite the Agent UI treating the entire post-call process as one continuous session with an uninterrupted timer.

These duplicate entries skew agent state transition metrics, forcing supervisors to parse through the data and undermines confidence in workforce management decisions.

Proposed Solution
Update the user-facing reports to merge contiguous, post-call ACW events into a single state change, ensuring the reporting data accurately reflects the single-state Agent UI experience.