Genesys Cloud - Main

Hi All - 

We are new to Genesys Cloud - just implemented on 10/28.  We have a situation that has occurred a few times.  Agent ends a call but leaves herself/himself in ACW, goes off queue and leaves for the day but the ACW timer continues.  We have found the only solution to get the agent out of ACW is to change the agents GC password, log in as the agent and end it.  We could consider a ACW timer I suppose if we have some analytics around our max ACW, but it seems ridiculous that there doesn't seem to be any way an administrator can deal with this within the platform outside of what I described.  That said, again we are new and still learning so maybe there is a way and the community can advise.

Thanks in advance
Tom
#Implementation
#PlatformAdministration
#SystemAdministration
#Unsure/Other

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Thomas Jackson
New Avon Company, a Delaware Corporation
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Try:

1. Find the call for that agent in the Performance>Queues Activity view by drilling down to the specific queue, Interactions tab (find the last one assigned to that agent). 
2. Click the three dots at the right end of the interaction and copy the Conversation ID
3. Browse to the Developer Center at https://developer.mypurecloud.com and open the API Explorer under Tools
4. Log in as your Genesys Cloud user (make sure to select the correct region)
Under Conversations use the Disconnect (POST) method and paste in the copied Conversation ID. When you click Send Request it should fully disconnect, add a Wrap-up code (system default) and complete the interaction.



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George Ganahl GCP (Genesys Cloud), ICCE
Principal PS Consultant
Genesys
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Original Message:
Sent: 11-05-2020 17:25
From: Thomas Jackson
Subject: ACW - Agent remains in ACW and leaves for the day!

Hi All -

We are new to Genesys Cloud - just implemented on 10/28.  We have a situation that has occurred a few times.  Agent ends a call but leaves herself/himself in ACW, goes off queue and leaves for the day but the ACW timer continues.  We have found the only solution to get the agent out of ACW is to change the agents GC password, log in as the agent and end it.  We could consider a ACW timer I suppose if we have some analytics around our max ACW, but it seems ridiculous that there doesn't seem to be any way an administrator can deal with this within the platform outside of what I described.  That said, again we are new and still learning so maybe there is a way and the community can advise.

Thanks in advance
Tom
#Implementation
#PlatformAdministration
#SystemAdministration
#Unsure/Other

------------------------------
Thomas Jackson
New Avon Company, a Delaware Corporation
------------------------------

There are some additional workarounds for this that exist today and that are coming soon!  First, if you set your queue ACW settings to one of the time-boxed options, this will ensure that when the timer expires, the interaction ends appropriately.  If the agent has logged off or gone off-queue, they will not get another interaction afterwards.

Separately, we are working on a new enhancement to 'clean-up' interactions left in ACW when an agent transitions to 'OFFLINE' (which happens after logoff as well as when we lose the connection to the agent).  I expect this enhancement will be helpful.  I hope to GA that in late December/early January.

Hope this helps.  

thanks,
Chris

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

Original Message:
Sent: 11-05-2020 17:25
From: Thomas Jackson
Subject: ACW - Agent remains in ACW and leaves for the day!

Hi All -

We are new to Genesys Cloud - just implemented on 10/28.  We have a situation that has occurred a few times.  Agent ends a call but leaves herself/himself in ACW, goes off queue and leaves for the day but the ACW timer continues.  We have found the only solution to get the agent out of ACW is to change the agents GC password, log in as the agent and end it.  We could consider a ACW timer I suppose if we have some analytics around our max ACW, but it seems ridiculous that there doesn't seem to be any way an administrator can deal with this within the platform outside of what I described.  That said, again we are new and still learning so maybe there is a way and the community can advise.

Thanks in advance
Tom
#Implementation
#PlatformAdministration
#SystemAdministration
#Unsure/Other

------------------------------
Thomas Jackson
New Avon Company, a Delaware Corporation
------------------------------

You should also be able to just log off the agent - https://help.mypurecloud.com/articles/log-an-agent-out-of-genesys-cloud/

------------------------------
Penny Petrie
Camis Inc
------------------------------

Original Message:
Sent: 11-05-2020 17:25
From: Thomas Jackson
Subject: ACW - Agent remains in ACW and leaves for the day!

Hi All -

We are new to Genesys Cloud - just implemented on 10/28.  We have a situation that has occurred a few times.  Agent ends a call but leaves herself/himself in ACW, goes off queue and leaves for the day but the ACW timer continues.  We have found the only solution to get the agent out of ACW is to change the agents GC password, log in as the agent and end it.  We could consider a ACW timer I suppose if we have some analytics around our max ACW, but it seems ridiculous that there doesn't seem to be any way an administrator can deal with this within the platform outside of what I described.  That said, again we are new and still learning so maybe there is a way and the community can advise.

Thanks in advance
Tom
#Implementation
#PlatformAdministration
#SystemAdministration
#Unsure/Other

------------------------------
Thomas Jackson
New Avon Company, a Delaware Corporation
------------------------------

You can change the type of ACW you allow your agents, like going to Mandatory, Time Boxed, which allows an early exit.  You could set the timer high, max of 900 seconds (15 min) so that you have the failsafe of it completing, but then the agents can also get out of it early.

https://help.mypurecloud.com/articles/configure-call-work-settings/

Also, another quick way to disconnect the interaction is copying the Conversation ID and going into ADMIN/ Disconnect Interactions.