Hi all, any reason why the timebox ACW does not apply to chat? our agents tend to forget to wrap up the chat and it's left outstanding and unable to receive new chat if over the concurrent session. is there other configuration that can mandatory the wrapup? please advise. 
brgds, Annie
#DigitalChannels
#Roadmap/NewFeatures

------------------------------
annie Ng
Accenture Company Limited
------------------------------

Yes that's frustrating.  I don't remember if I saw an idea on this or it on the roadmap but i believe it's being addressed.

------------------------------
Vaun McCarthy
NTT New Zealand Limited
------------------------------

Original Message:
Sent: 05-11-2021 00:00
From: annie Ng
Subject: Timebox ACW for chat

Hi all, any reason why the timebox ACW does not apply to chat? our agents tend to forget to wrap up the chat and it's left outstanding and unable to receive new chat if over the concurrent session. is there other configuration that can mandatory the wrapup? please advise.
brgds, Annie
#DigitalChannels
#Roadmap/NewFeatures

------------------------------
annie Ng
Accenture Company Limited
------------------------------

ACW across all media types is in development and to be released soon.  Look for it on the release notes this quarter or early next.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 05-11-2021 01:00
From: Vaun McCarthy
Subject: Timebox ACW for chat

Yes that's frustrating.  I don't remember if I saw an idea on this or it on the roadmap but i believe it's being addressed.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 05-11-2021 00:00
From: annie Ng
Subject: Timebox ACW for chat

Hi all, any reason why the timebox ACW does not apply to chat? our agents tend to forget to wrap up the chat and it's left outstanding and unable to receive new chat if over the concurrent session. is there other configuration that can mandatory the wrapup? please advise.
brgds, Annie
#DigitalChannels
#Roadmap/NewFeatures

------------------------------
annie Ng
Accenture Company Limited
------------------------------

Yes!  What Robert said!  (Thanks Robert!)

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 05-11-2021 10:19
From: Robert Wakefield-Carl
Subject: Timebox ACW for chat

ACW across all media types is in development and to be released soon.  Look for it on the release notes this quarter or early next.

------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com

Original Message:
Sent: 05-11-2021 01:00
From: Vaun McCarthy
Subject: Timebox ACW for chat

Yes that's frustrating.  I don't remember if I saw an idea on this or it on the roadmap but i believe it's being addressed.

------------------------------
Vaun McCarthy
NTT New Zealand Limited

Original Message:
Sent: 05-11-2021 00:00
From: annie Ng
Subject: Timebox ACW for chat

Hi all, any reason why the timebox ACW does not apply to chat? our agents tend to forget to wrap up the chat and it's left outstanding and unable to receive new chat if over the concurrent session. is there other configuration that can mandatory the wrapup? please advise.
brgds, Annie
#DigitalChannels
#Roadmap/NewFeatures

------------------------------
annie Ng
Accenture Company Limited
------------------------------

we just implemented third party messaging (whatsapp on 08/2022) and we are suffering from the same problem: agents logging out and leaving interactions in acw. Has there been any evolution or solution to this issue?

------------------------------
Fernando Sotto dos Santos
VIA VAREJO
------------------------------

Original Message:
Sent: 05-11-2021 00:00
From: annie Ng
Subject: Timebox ACW for chat

Hi all, any reason why the timebox ACW does not apply to chat? our agents tend to forget to wrap up the chat and it's left outstanding and unable to receive new chat if over the concurrent session. is there other configuration that can mandatory the wrapup? please advise.
brgds, Annie
#DigitalChannels
#Roadmap/NewFeatures

------------------------------
annie Ng
Accenture Company Limited
------------------------------