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?
![](https://higherlogicdownload.s3.amazonaws.com/GENESYS/MessageImages/091bcfe8018e48738734500b94989e06.png)
#QualityManagement------------------------------
Phi Nguyen
Shield Healthcare
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