I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC
------------------------------

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for.  This is a feature I learned about recently that seems fairly common place in Avaya.  Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.

I think its a really interesting concept and makes a lot of sense.  I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today.  (One of the items on the top of my backlog!)

Chris - let me know if this is more along the lines of what you are looking for.


Thanks,
Chris Bohlin

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

Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Absolutely right Chris. Over the years, all of our customers have used 'auto available' which means that at the end of the call an agent goes straight back into available as the default, unless they 'tell' the system otherwise (Avaya, Cisco, Storm, Aspect). The current way it works increases AHT unnecessarily, especially in businesses where after call work is an exception,

Thanks

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Original Message:
Sent: 06-01-2020 09:32
From: Chris Bohlin
Subject: Bypass ACW

The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for.  This is a feature I learned about recently that seems fairly common place in Avaya.  Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.

I think its a really interesting concept and makes a lot of sense.  I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today.  (One of the items on the top of my backlog!)

Chris - let me know if this is more along the lines of what you are looking for.


Thanks,
Chris Bohlin

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

Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Thanks @Chris Bohlin,

We have a lot of customers who will love the ACW enhancements.

We usually see a lot of calls with this code ININ-WRAP-UP-TIMEOUT, agents select the wrap up code before end the call but sometimes they just don't have time to save it.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 06-01-2020 12:28
From: Chris Marsden
Subject: Bypass ACW

Absolutely right Chris. Over the years, all of our customers have used 'auto available' which means that at the end of the call an agent goes straight back into available as the default, unless they 'tell' the system otherwise (Avaya, Cisco, Storm, Aspect). The current way it works increases AHT unnecessarily, especially in businesses where after call work is an exception,

Thanks

------------------------------
Chris Marsden
CloudComm 360 Ltd

Original Message:
Sent: 06-01-2020 09:32
From: Chris Bohlin
Subject: Bypass ACW

The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for.  This is a feature I learned about recently that seems fairly common place in Avaya.  Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.

I think its a really interesting concept and makes a lot of sense.  I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today.  (One of the items on the top of my backlog!)

Chris - let me know if this is more along the lines of what you are looking for.


Thanks,
Chris Bohlin

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

Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Hi Chris 

Me and my teams are new to Genesys cloud and have the same issue. Was there ever a fix or work around for this? 

Thanks in advance


------------------------------
Ceri Davies
Virgin Atlantic Airways Ltd
------------------------------

Original Message:
Sent: 06-01-2020 12:28
From: Chris Marsden
Subject: Bypass ACW

Absolutely right Chris. Over the years, all of our customers have used 'auto available' which means that at the end of the call an agent goes straight back into available as the default, unless they 'tell' the system otherwise (Avaya, Cisco, Storm, Aspect). The current way it works increases AHT unnecessarily, especially in businesses where after call work is an exception,

Thanks

------------------------------
Chris Marsden
CloudComm 360 Ltd

Original Message:
Sent: 06-01-2020 09:32
From: Chris Bohlin
Subject: Bypass ACW

The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for.  This is a feature I learned about recently that seems fairly common place in Avaya.  Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.

I think its a really interesting concept and makes a lot of sense.  I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today.  (One of the items on the top of my backlog!)

Chris - let me know if this is more along the lines of what you are looking for.


Thanks,
Chris Bohlin

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

Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Hello Chris, 
when talking about ACW - we have opposite problem there. We have time boxed 30 seconds and agents can close it earlier, however sometimes they need more - when dealing with claims for example. Is there any idea already about extending ACW based on agent wish? Now they do the thing that just go off queue to finish claim in system or have ten open claims and then take one hour as admin status to finalize them all... None of this is correct and none of that shows how much ACW they really needed because it is not calculated as ACW. 
Thanks, 
Bara

------------------------------
Barbora Malkovska
IKEA Ceska Republika
------------------------------

Original Message:
Sent: 06-01-2020 09:32
From: Chris Bohlin
Subject: Bypass ACW

The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for.  This is a feature I learned about recently that seems fairly common place in Avaya.  Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.

I think its a really interesting concept and makes a lot of sense.  I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today.  (One of the items on the top of my backlog!)

Chris - let me know if this is more along the lines of what you are looking for.


Thanks,
Chris Bohlin

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

Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Hi Barbara!  Yes - there is another idea with a good number of votes in existence for this request:  https://purecloud.ideas.aha.io/ideas/CLINB-I-655.  I'd encourage you to add your vote when you have a chance.  

There are numerous requests for improvements around ACW and Wrap-up codes that I am currently lining up to address but its unlikely I'll get to many of them this year.  Keep an eye on our roadmap and you will start to see these move in over the next couple quarters and we'll begin work as soon as we can.

Thanks,
Chris

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

Original Message:
Sent: 06-04-2020 03:13
From: Barbora Malkovska
Subject: Bypass ACW

Hello Chris,
when talking about ACW - we have opposite problem there. We have time boxed 30 seconds and agents can close it earlier, however sometimes they need more - when dealing with claims for example. Is there any idea already about extending ACW based on agent wish? Now they do the thing that just go off queue to finish claim in system or have ten open claims and then take one hour as admin status to finalize them all... None of this is correct and none of that shows how much ACW they really needed because it is not calculated as ACW.
Thanks,
Bara

------------------------------
Barbora Malkovska
IKEA Ceska Republika

Original Message:
Sent: 06-01-2020 09:32
From: Chris Bohlin
Subject: Bypass ACW

The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for.  This is a feature I learned about recently that seems fairly common place in Avaya.  Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.

I think its a really interesting concept and makes a lot of sense.  I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today.  (One of the items on the top of my backlog!)

Chris - let me know if this is more along the lines of what you are looking for.


Thanks,
Chris Bohlin

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

Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------

Ah, super, I voted already now :-) Thank you much, that would be really helpful for agents, but also for workforce mng. Thanks, Bara

------------------------------
Barbora Vackova
IKEA Ceska Republika
------------------------------

Original Message:
Sent: 06-04-2020 09:08
From: Chris Bohlin
Subject: Bypass ACW

Hi Barbara!  Yes - there is another idea with a good number of votes in existence for this request:  https://purecloud.ideas.aha.io/ideas/CLINB-I-655.  I'd encourage you to add your vote when you have a chance.

There are numerous requests for improvements around ACW and Wrap-up codes that I am currently lining up to address but its unlikely I'll get to many of them this year.  Keep an eye on our roadmap and you will start to see these move in over the next couple quarters and we'll begin work as soon as we can.

Thanks,
Chris

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

Original Message:
Sent: 06-04-2020 03:13
From: Barbora Malkovska
Subject: Bypass ACW

Hello Chris,
when talking about ACW - we have opposite problem there. We have time boxed 30 seconds and agents can close it earlier, however sometimes they need more - when dealing with claims for example. Is there any idea already about extending ACW based on agent wish? Now they do the thing that just go off queue to finish claim in system or have ten open claims and then take one hour as admin status to finalize them all... None of this is correct and none of that shows how much ACW they really needed because it is not calculated as ACW.
Thanks,
Bara

------------------------------
Barbora Malkovska
IKEA Ceska Republika

Original Message:
Sent: 06-01-2020 09:32
From: Chris Bohlin
Subject: Bypass ACW

The linked idea is certainly related Paulo - but I don't think its exactly what Chris is asking for.  This is a feature I learned about recently that seems fairly common place in Avaya.  Agents can move themselves into ACW on-demand but their default workflow is just to get calls sent to them back to back to back unless they specifically recognize, during the call, that they are going to need more time to do wrap-up work.

I think its a really interesting concept and makes a lot of sense.  I don't have a line of sight on delivering said feature right now - but will keep this in my backlog and hopefully look at it while we do some other work to enhance ACW settings across the other media channels that do not have it today.  (One of the items on the top of my backlog!)

Chris - let me know if this is more along the lines of what you are looking for.


Thanks,
Chris Bohlin

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

Original Message:
Sent: 05-31-2020 03:38
From: Paulo Mesquita
Subject: Bypass ACW

Hi,

I've seen an idea related to this.

Please vote for this one:
https://purecloud.ideas.aha.io/ideas/CLINB-I-318

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 05-26-2020 10:25
From: Daniel McLeod
Subject: Bypass ACW

Hi Chris,

You can use Mandatory, time boxed set at 1 second to force ACW to close without showing the agent (except the 1 second). They won't be able to keep it open though, so they would have to save any wrap up code before the call ends.

Thanks,

------------------------------
Daniel McLeod
Qsect LLC

Original Message:
Sent: 05-26-2020 09:30
From: Chris Marsden
Subject: Bypass ACW

I have a customer whose need for ACW is so low that they don't want ACW to be the default position, they want the agent to be automatically put back into Available as the default position once a customer hangs up.

They only want an agent to go into ACW if they need to i.e. by selecting ACW/Wrap code before the customers hangs-up. Can this be done?

We thought After Call Work (Optional) would provide this functionality but it doesn't as it puts the agent into ACW. It seems that optional and mandatory discretionary do the same thing

Thanks
#ArchitectureandDesign

------------------------------
Chris Marsden
CloudComm 360 Ltd
------------------------------