Genesys Cloud - Main

We have our queues set to Mandatory Time- Boxed (5 Minutes)

Tested this- placed a call to queue- and waited-once the timer reached 5 minutes in ACW it expired, assigned a wrap up code.

This doesnt seem to be the case for callbacks/Voicemail-  it does not remove me from ACW-   does the feature not apply to that?

Hi Marilyn,

That timeout period applies only to voice interactions. To apply the timeout period to other channels such as chat, email, message, and callbacks, enable Enforce Communication Level After Call Work (ACW). For more information, see Enable communication level after call work.