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  • 1.  ACW is currently not timing out

    Posted 04-17-2024 16:59

    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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  • 2.  RE: ACW is currently not timing out

    Posted 30 days ago

    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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