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  • 1.  ACW setting for webchat

    Posted 03-05-2020 11:18
    No replies, thread closed.

    Hi there

    we implemented webchat on our customer and so far everything is working great but since the customer is testing i'm monitoring long times of ACW, this is no issue right now since the customer agents are in "training" but when the webchat goes live this extended acw times are gonna be an issue.

    besides agents education referring acw, is there any way to limit the acw time like it's done with voice interactions? i found the option but it clearly says below "Timed After Call Work only applies to voice conversations"

    thanks and kindest regards. 


    #ArchitectureandDesign
    #DigitalChannels
    #Implementation

    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------


  • 2.  RE: ACW setting for webchat

    Posted 03-07-2020 14:35
    No replies, thread closed.
    ACW for all conversation types is on the Target roadmap, which usually means within 3 to 12 months.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: ACW setting for webchat

    Posted 03-08-2020 20:57
    No replies, thread closed.

    where i can see this roadmap?

    3 to 12 months for a functionality that should be included by default it's a lot. 



    ------------------------------
    Mariano Martinez
    Interaxa S.A.
    ------------------------------

    Original Message


  • 4.  RE: ACW setting for webchat

    Posted 03-08-2020 21:06
    No replies, thread closed.
    Not written in stone anywhere, but the In Development stuff on the roadmap is usually something you can expect to see in 3 to 12 months and the Targeted stuff in 6 to 18.  If you ask pointed questions during the webinars or to the PMs directly, you can usually get a smaller window, but as Southwest personnel always tell you - "shift happens".

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: ACW setting for webchat

    Posted 03-09-2020 08:06
    No replies, thread closed.
    Hi Everyone - just wanted to follow-up with you all to acknowledge the need for ACW settings across all channels and confirm Robert's note.  This is on the roadmap and I hope to deliver it later this year however I don't have a date for it at this point.

    Our plan will be to copy the existing ACW settings that are currently available for the voice channel to the rest of the channels we support.

    If you have any questions, please feel free to post here in the community or contact me directly.

    Additionally, if you have not added votes - please do so to this idea: https://genesys.aha.io/ideas/ideas/CLPLA-I-368

    ------------------------------
    Chris Bohlin
    Product Manager - PureCloud
    ------------------------------

    Original Message


  • 6.  RE: ACW setting for webchat

    Posted 02-04-2021 20:31
    No replies, thread closed.

    Hi Chris 

    validating the thread of the conversation a little, I wanted to ask how this topic is going, I know that 6 to 12 months are mentioned but maybe at this moment we have a date for this functionality.

    Thank you for the answer



    ------------------------------
    Juan Cruz Arango
    Information Systems Sudamericana S.A.
    ------------------------------

    Original Message


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