Genesys Cloud CX

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  • 1.  After Call work

    Posted 09-26-2022 07:35

    Hi There,

    In the After call work settings, There is a new option "Agent Requested" Does anyone know how the new option works?  The resource centre doesn't have any info about this new option.


    Thanks


    #Routing(ACD/IVR)

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    Prem
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  • 2.  RE: After Call work

    GENESYS
    Posted 09-27-2022 11:20
    Prem - this feature was exposed accidentally in a recent UI update and will be removed soon.  However, the feature is in beta and if interested I'd be happy to include you.  When this ACW option is selected, agents have the option to click a button to request ACW duration when their interaction ends.  If they do NOT select this option, when the interaction ends, the agent goes immediately into IDLE ready to take their next interactions.  (NOTE:  The agent does not get the opportunity to apply a wrap-up code if they do not select wrap-up.)

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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: After Call work

    Posted 09-28-2022 03:17

    Thanks, Chirs for the update. I will message you with the org details for the beta trial.



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    Prem
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  • 4.  RE: After Call work

    Posted 10-03-2022 12:27
    Can you elaborate a little more about requesting a duration? Does the agent have to pick a specific amount of time or is it open? Also, please message me about the Beta.

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    Tim Eastman
    Victory Capital
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