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  • 1.  ACW is currently not timing out

    Posted 04-17-2024 16:59
    No replies, thread closed.

    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
    Best Answer

    Posted 04-22-2024 20:32
    No replies, thread closed.

    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


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