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  • 1.  ACW Optional is not allowing Agent to complete an interaction without selecting a wrap code

    Posted 03-11-2025 12:21
    No replies, thread closed.

    Dear All,

    For outbound campagin, queue is configured as ACW Optional. But it is not allowing Agent to complete an interaction without selecting a wrap code.

    In contrast to setting, Agent had to choose to select a wrap up code to click "Done" to complete the interaction.

    Please explain why its not allow to complete interaction with out choosing a wrap code

    Thanks in Advance

    Viswa


    #Outbound

    ------------------------------
    Viswanathan Cinnaiah
    NA
    ------------------------------


  • 2.  RE: ACW Optional is not allowing Agent to complete an interaction without selecting a wrap code

    Posted 03-12-2025 10:28
    No replies, thread closed.

    Hi Viswanathan,

    So I can investigate further, can you confirm what sort of campaign is being used as some interactions may require a wrap code depending on how its configured: 



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------



  • 3.  RE: ACW Optional is not allowing Agent to complete an interaction without selecting a wrap code

    Posted 03-12-2025 10:36
    No replies, thread closed.

    Hi Sam,

    It is a Voice Campaign, using progressive dialing.

    Thank you for your response :)  



    ------------------------------
    Viswanathan Cinnaiah
    NA
    ------------------------------

    Original Message


  • 4.  RE: ACW Optional is not allowing Agent to complete an interaction without selecting a wrap code
    Best Answer

    Posted 03-12-2025 10:51
    No replies, thread closed.

    Hi Viswanathan,

    It looks like you might need to wrap interactions so the dialer knows whether to dial the next contact number for the customer or not: Define closing wrap-up code mappings

    Hopefully someone else in the community can confirm 



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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