Times to time, the agent does not time out during the ACW. All our queue is setup for 20 seconds with Mandatory, Time-boxed. I created a case with Genesys Support but they were not able to assist me.

Is anyone else having issues like this?

#QualityManagement

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Phi Nguyen
Shield Healthcare
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Are you sure the agent is getting the call from that queue or dialing out of that queue?  Was the call transferred to them?  I would guess there is another segment involved here.  Also, check to see if they transferred the call to a flow.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 04-17-2024 16:58
From: Phi Nguyen
Subject: ACW is currently not timing out

Times to time, the agent does not time out during the ACW. All our queue is setup for 20 seconds with Mandatory, Time-boxed. I created a case with Genesys Support but they were not able to assist me.

Is anyone else having issues like this?

#QualityManagement

------------------------------
Phi Nguyen
Shield Healthcare
------------------------------