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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Original Message:
Sent: 03-15-2022 15:52
From: Mariano Martinez
Subject: ACW time for callback not registered
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.
Original Message:
Sent: 03-15-2022 14:16
From: Sabyasachi Pradhan
Subject: ACW time for callback not registered
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
Original Message:
Sent: 03-14-2022 17:42
From: Mariano Martinez
Subject: ACW time for callback not registered
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.
Original Message:
Sent: 12-16-2021 12:04
From: Sabyasachi Pradhan
Subject: ACW time for callback not registered
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
Original Message:
Sent: 12-15-2021 12:04
From: Kelvin Lau
Subject: ACW time for callback not registered
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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