Genesys Engage on-premises

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  • 1.  Declaring and using new After Call Work Reason codes in WDE

    Posted 09-12-2019 05:05
    Hi all, is it possible to declare and use custom After Call Work reason codes in WDE? I found this link in the documentation for WWE https://docs.genesys.com/Documentation/HTCC/8.5.2/IWWDep/SettingUpAgents
    I am trying to create custom After Call Work reason codes and then use the api (RequestAgentNotReady) to put the agent into one of those states in WDE.
    #Integrations
    #Omni-ChannelDesktop/UserInterface

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    Dean Smith
    Connect Managed Services
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  • 2.  RE: Declaring and using new After Call Work Reason codes in WDE

    Posted 09-13-2019 08:29
    ACW is an automatic event that happens after the interaction is released. There is no manual intervention and the User Data is maintained in that event. Why would you need to add custom values in ACW and not it NR directly?

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    Jorge Cornejo
    VS Telecom LTDA.
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  • 3.  RE: Declaring and using new After Call Work Reason codes in WDE

    Posted 09-15-2019 18:41
    Hi Jorge, my customer would like to have the option to extend ACW and have it reported separately to the normal ACW. In WWE you can have custom ACW.

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    Dean Smith
    Connect Managed Services
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  • 4.  RE: Declaring and using new After Call Work Reason codes in WDE

    GENESYS
    Posted 09-13-2019 08:56
    Hi Dean,

    Is this the doc you are looking for? See step 6.

    https://docs.genesys.com/Documentation/IW/8.5.1/Dep/SettingUpAgentsOnTheSystem

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    Matthew West
    Staff Technical Writer
    Genesys Laboratories
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