Genesys Cloud - Main

Hello Genesys Cloud Community, 

We wanted to put out a general announcement about some features that have been in beta for an extended period that are finally getting close to general availability. 

Over the past year or two, (yes, that long!!!) many of you have had at least one of your orgs enabled with our Callbacks ACW beta (PURE-2752).  This beta introduced a change that enabled us to better capture After-Call-Work (ACW) duration when an agent handles a callback. The immediate impact of this was improvements to Callback Analytics that you all are leveraging.

Over time, we have continued to build additional ACW-based improvements on this new framework such as the Agent Requested After Call Work (ACW) option and new support of ACW Time-box Settings for Digital channels. 

We're happy to announce that closing in on a general availability (GA) release soon (Targeting mid-March 2023!) 

As we get ready to release all three updates together, we wanted to make you aware of some actions you will need to take to continue to take advantage of these enabled beta features: 

1. For beta customers who are utilizing the new Agent Requested ACW option, the timeout counter for agents who requested ACW will consistently count down moving forward (rather than digital channels counting up while voice counted down.) 
2. Additionally, queues currently handling both voice and digital interactions with ACW settings: Mandatory, Time-boxed or Mandatory, Time-boxed no early exit  will now have the time-out functionality extend to all digital interactions too (where we had historically only supported timeout with voice calls.) 
   1. For example, digital interactions landing in a queue with ACW set as Mandatory, Time-boxed with timeout set at 60s , will count down from 60 upon reaching an ACW state and automatically wrap-up the interaction when the timer expires; similar to voice interactions. )
   2. To avoid any changes in queues currently handling both calls and digital media with one of these timeout setting enabled, customer will need to split voice and digital traffic into separate queues so that you could have different ACW settings per queue.

We will provide additional communication as we get closer to the GA date. Please feel free to reach out with any questions or concerns as you start planning for this update to be widely available. 

Thanks 

-- Genesys Cloud Product Team

#Routing(ACD/IVR)

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Chris Bohlin
Product Manager - PureCloud
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Thanks, Chris!

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George Ganahl GCP (Genesys Cloud), CCXP
Principal PS Consultant
Genesys
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Chris - Were these amendments made ?. We still cannot see any ACW for callbacks and just wondered if the change had not been made when will these changes be made ?. Is there anyway that we can get ACW for callback ?.

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richard craig
British Telecommunications PLC
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Richard, the changes explained in the February post above didn't really have anything to do with reporting ACW on callbacks appropriately.  That is being handled by a separate set of work.  I will have the appropriate PM reach out and follow-up with status.

Thanks,

Chris

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Chris Bohlin
Sr. Director - Product Management
Genesys Cloud
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Original Message:
Sent: 11-06-2023 05:19
From: richard craig
Subject: After Call Work Enhancements - Coming to GA soon

Chris - Were these amendments made ?. We still cannot see any ACW for callbacks and just wondered if the change had not been made when will these changes be made ?. Is there anyway that we can get ACW for callback ?.

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richard craig
British Telecommunications PLC
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What new Call Back Features are available for GA

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Alex Slocum
Infosys Limited
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