Genesys Cloud - Main

Hi all. I would like to configure an ACW time after processing an email. 

My client has a problem : when the agent answer to an email, they often forget to click on the "done" button with wrap-up codes (they don't use any code, so default one is used). Besides, they often use the "notes" page, answer the email, and so the "done" button is not visible. So.... they never click on it, and so they don't receive any more email (configuration only 1 mail at a time) .

How can I configure an automatic ACW time in order that they receive the next emails ?

Thanks for your help

Catherine 

Hi all. I would like to configure an ACW time after processing an email. 

My client has a problem : when the agent answer to an email, they often forget to click on the "done" button with wrap-up codes (they don't use any code, so default one is used). Besides, they often use the "notes" page, answer the email, and so the "done" button is not visible. So.... they never click on it, and so they don't receive any more email (configuration only 1 mail at a time) .

How can I configure an automatic ACW time in order that they receive the next emails ?

Thanks for your help

Catherine 

I believe ACW time only applies to voice interaction. All other media doesn't have timer. There's a Beta now for an update of ACW and part of that release is to have timer in other media channels.

Over time, we have continued to build additional ACW-based improvements on this new framework such as the Agent Requested After Call Work (ACW) option and new support of ACW Time-box Settings for Digital channels. 

We're happy to announce that closing in on a general availability (GA) release soon (Targeting mid-March 2023!) 

Hi all. I would like to configure an ACW time after processing an email. 

My client has a problem : when the agent answer to an email, they often forget to click on the "done" button with wrap-up codes (they don't use any code, so default one is used). Besides, they often use the "notes" page, answer the email, and so the "done" button is not visible. So.... they never click on it, and so they don't receive any more email (configuration only 1 mail at a time) .

How can I configure an automatic ACW time in order that they receive the next emails ?

Thanks for your help

Catherine 

Hi Michael, 

Thanks a lot for your answer, it's a good news !

Where did you find this information please? I don't find information about beta releases  :-( 

I believe ACW time only applies to voice interaction. All other media doesn't have timer. There's a Beta now for an update of ACW and part of that release is to have timer in other media channels.

Over time, we have continued to build additional ACW-based improvements on this new framework such as the Agent Requested After Call Work (ACW) option and new support of ACW Time-box Settings for Digital channels. 

We're happy to announce that closing in on a general availability (GA) release soon (Targeting mid-March 2023!) 

Hi all. I would like to configure an ACW time after processing an email. 

My client has a problem : when the agent answer to an email, they often forget to click on the "done" button with wrap-up codes (they don't use any code, so default one is used). Besides, they often use the "notes" page, answer the email, and so the "done" button is not visible. So.... they never click on it, and so they don't receive any more email (configuration only 1 mail at a time) .

How can I configure an automatic ACW time in order that they receive the next emails ?

Thanks for your help

Catherine 

Hi Michael, 

Thanks a lot for your answer, it's a good news !

Where did you find this information please? I don't find information about beta releases  :-( 

------------------------------
Catherine Dupire
NXO FRANCE SASU

Original Message:
Sent: 03-03-2023 13:02
From: Michael Joseph Carreon
Subject: ACW for emails

I believe ACW time only applies to voice interaction. All other media doesn't have timer. There's a Beta now for an update of ACW and part of that release is to have timer in other media channels.

Over time, we have continued to build additional ACW-based improvements on this new framework such as the Agent Requested After Call Work (ACW) option and new support of ACW Time-box Settings for Digital channels. 

We're happy to announce that closing in on a general availability (GA) release soon (Targeting mid-March 2023!) 

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

Original Message:
Sent: 03-02-2023 11:50
From: Catherine Dupire
Subject: ACW for emails

Hi all. I would like to configure an ACW time after processing an email. 

My client has a problem : when the agent answer to an email, they often forget to click on the "done" button with wrap-up codes (they don't use any code, so default one is used). Besides, they often use the "notes" page, answer the email, and so the "done" button is not visible. So.... they never click on it, and so they don't receive any more email (configuration only 1 mail at a time) .

How can I configure an automatic ACW time in order that they receive the next emails ?

Thanks for your help

Catherine 

#Routing(ACD/IVR)

------------------------------
Catherine Dupire
NXO FRANCE SASU
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