Genesys Cloud CX

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  • 1.  ACW time for callback not registered

    Posted 12-15-2021 12:05
    Hello,

    I found the ACW time for the callback was not registered into Queue Performance or any reports. Could someone explain what might go wrong?
    We use Mandatory, timebox for the ACW.


    Thanks,
    Kelvin
    #PlatformAdministration
    #Reporting/Analytics

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    Kelvin Lau
    HKBN JOS
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  • 2.  RE: ACW time for callback not registered

    GENESYS
    Posted 12-16-2021 12:05
    Hi Kelvin,

          This is a known issue and we are working through this as part of a host of ACW+Callback related updates. We are targeting Q1 for these updates.

    Thanks ..

    -- Sachi

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    Sabyasachi Pradhan
    Genesys - Employees
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  • 3.  RE: ACW time for callback not registered

    Posted 03-14-2022 17:42
    hi there.
    i'm wondering, it's possible this bug also affect the issue that outbound calls does not seem to respect the timeboxed acw setting on the queue?

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    Mariano Martinez
    Interaxa S.A.
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  • 4.  RE: ACW time for callback not registered

    GENESYS
    Posted 03-15-2022 14:17
    Hey .. The ACW timeout setting should still work for outbound. I ran a quick test with a preview dialer and saw the timer getting triggered. Could you describe in a bit more detail on what you are seeing ?

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    Sabyasachi Pradhan
    Genesys - Employees
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  • 5.  RE: ACW time for callback not registered

    Posted 03-15-2022 15:53

    i have set in every single queue a mandatory, timeboxed acw timeout of 10 seconds.

    YET i see interactions with acw ranging from 2 hours to 4-5 hours. 

    now i just checked and i have an agent with an acw interaction of more than 12 hours.




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    Mariano Martinez
    Interaxa S.A.
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  • 6.  RE: ACW time for callback not registered

    GENESYS
    Posted 03-15-2022 16:05
    I see. Would you mind emailing me at sachi.pradhan@genesys.com your org_id, region and the interaction_id of one of these long running interactions? I will take a look and reply back with any findings.

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    Sabyasachi Pradhan
    Genesys - Employees
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  • 7.  RE: ACW time for callback not registered

    Posted 03-15-2022 16:11

    Hi there.

    I'm emailing you the customer care case nr my co worker just opened.

    thanks



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    Mariano Martinez
    Interaxa S.A.
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  • 8.  RE: ACW time for callback not registered

    Posted 01-28-2022 16:54
    We noticed this problem today as well.

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    Karine Alves
    Alctel Telecom
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