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  • 1.  ACW counting Up vs. down during Wrap up.

    Posted 03-05-2024 15:59
    Edited by Antwuan Rencher 03-06-2024 10:27

    Recently we noticed a large number of our Agents having a higher ACW count. When reviewing the interactions we noticed two key components:

    1.) Most have an error that comes up at the end of the interaction that says "cannot get queue details" and 

    2.) The ACW counter is counting up vs. down when all Queues are set to Time boxed ACW for -2 minutes - 120 seconds. 

    We noticed this on a lot of callback interactions but today we noticed it with regular calls where Queue data is available and the ACW is correct but the ACW time was still counting upward and not the Time boxed of 2 minutes. I am curious if we are missing something or discovered an issue. Has anyone else experienced this?






    Krystal Tilley
    Blue Cross and Blue Shield of North Carolina

  • 2.  RE: ACW counting Up vs. down during Wrap up.

    Posted 03-12-2024 22:32

    Sounds like some incompatibility at the client level.  I would look at the local console logs to see what errors you are seeing.   What client are they using and what browser?  Also, is the Genesys Cloud URL excluded with any local web filtering or cookies?

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

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