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  • 1.  Acw timeout on scheduled callbacks

    Posted 07-09-2022 06:29
    No replies, thread closed.
    I have i have e preview campaing which is agent owned record. Our customer would like to have acw timeout configured, but it doesnt work
    ...any idea?

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  • 2.  RE: Acw timeout on scheduled callbacks

    Posted 07-10-2022 02:40
    No replies, thread closed.
    Hi,
    I want to add, 
    We also use the Call Back with Preview dialling.
    And the ACW for the "Call Back" interaction is "endless", sometimes the agent "forgets" to close the interaction and we see that the agent is "days"on interaction.
    In my mind, the ACW for "Call Back" interactions must be "timed".

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    Best regards,

    Yvgeni Liberman
    ITNAV-Pro Ltd.
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    Original Message


  • 3.  RE: Acw timeout on scheduled callbacks

    Posted 07-11-2022 08:52
    No replies, thread closed.

    Currently, ACW options only applies to voice interactions.   https://help.mypurecloud.com/articles/configure-call-work-settings/

    It is on the roadmap for 2022 to go from only offering 'Optional' ACW for non-voice interactions (like Callbacks) but it is overdue for delivery.  You can follow the progress on the enhancement here: https://genesyscloud.ideas.aha.io/ideas/INB-I-1302




  • 4.  RE: Acw timeout on scheduled callbacks
    Best Answer

    Posted 07-12-2022 18:18
    No replies, thread closed.
    Thanks Nathan .. 

    Yes, the ACW timeout updates we are adding will extend the timeout setting to all channels ( Callbacks included ). We are in the final dev/test cycle on this and the target is to beta this in the next 2-3 weeks. We will be posting an update and a beta intake form via the Beta HQ page by next week.

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    Sachi Pradhan
    Product@Genesys
    [https://twitter.com/pradhan_sabya]
    [https://www.linkedin.com/in/sachipradhan/]
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    Original Message


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