Genesys Cloud - Main

 View Only
Discussion Thread View
Expand all | Collapse all

ACW time for callback not registered

  • 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

    ------------------------------
    Kelvin Lau
    HKBN JOS
    ------------------------------


  • 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

    ------------------------------
    Sabyasachi Pradhan
    Genesys - Employees
    ------------------------------



  • 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?

    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------



  • 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 ?

    ------------------------------
    Sabyasachi Pradhan
    Genesys - Employees
    ------------------------------



  • 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.




    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------



  • 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.

    ------------------------------
    Sabyasachi Pradhan
    Genesys - Employees
    ------------------------------



  • 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



    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------



  • 8.  RE: ACW time for callback not registered

    Posted 07-20-2022 12:00


    Is there already a solution or fix to this issue?

    I still don't see ACW time reports for the callback interaction although agents are selecting wrap up when ending the outbound calls.

    ------------------------------
    Michael Joseph Carreon
    Dexcom, Inc.
    ------------------------------



  • 9.  RE: ACW time for callback not registered

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

    ------------------------------
    Karine Alves
    Alctel Telecom
    ------------------------------



  • 10.  RE: ACW time for callback not registered

    GENESYS
    Posted 07-25-2022 11:35
    There likely is a fix for this.  PURE-2752 enables the platform to report ACW duration at the communication-level, rather than the participant level and specifically fixes the missing information for callbacks.  If you are interested in enabling this in your org, please reach out directly (chris.bohlin@genesys.com) and provide the region and orgID as well as contact info.

    thanks,
    Chris Bohlin

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



  • 11.  RE: ACW time for callback not registered

    Posted 07-26-2022 16:19
    Hi @Chris Bohlin   . Sorry for my ignorance but what is PURE-2752?    Will this be applied in production or still in Beta? 
    Couple of days ago Sachi added our  other org in Beta for some ACW Callback analytics updates. I've tested it and the report now shows the ACW time of callback.
    I am now just waiting for it to be in GA.​

    ------------------------------
    Michael Joseph Carreon
    Dexcom, Inc.
    ------------------------------



Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources