Genesys Cloud - Main

We're using Genesys Cloud CX with Salesforce Service Cloud Voice (SCV). We want to manage After Call Work (ACW) and agent availability from within Salesforce.

Goal

• Keep the agent in Busy/ACW either for a fixed time (e.g., 60s) or until a Salesforce Screen Flow is completed by the agent. Latter one is more important to us.

• When the Screen Flow ends, set the agent Available for Voice (triggered by Salesforce).

• Suppress the Genesys Cloud CX utility wrap-up popup (we don't want agents to use that; categorization happens in Salesforce).

What we tried

• Tested the 4 ACW settings on the queue. The only one that suppresses the popup for us appears to be "Agent Requested", but then the agent becomes Available immediately after hang-up, which isn't what we want.

• We'd like to keep the agent in ACW/Busy while they finish a Salesforce flow, then release them to Available.

Questions

1. Is there an out-of-the-box way to keep agents in ACW (no wrap-up popup) until Salesforce signals completion, with a fallback timeout (e.g., 60s) if the flow isn't finished?

2. • Hold the agent in ACW/Busy (or a custom status) after the call ends, and

   • Programmatically set the agent Available when Salesforce completes the flow?

     If not OOTB, which Genesys API/integration pattern is recommended to:

3. Is there a supported method to suppress the utility wrap-up UI while still applying ACW behavior?

4. Any guidance on where to measure AHT if ACW is effectively driven from Salesforce (Genesys vs. Salesforce), and how to keep metrics consistent?

Thank you so much. We wouldn't be asking if we hadn't already tried many things.

#API/Integrations
#ArchitectandDesign
#Omni-ChannelDesktop/UserInterface

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Mario Zoske
n/a
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Hi Mario,

I don't think there is an out of the box way to keep the agents in ACW until Salesforce signals completion.  

You can use the following API to end ACW in Genesys: POST /api/v2/conversations/{convId}/participants/{partId}/communications/{commId}/wrapup and more information on setting the agents routing status can be found here: Set Routing Status

To keep AHT consistent across the two platforms, you would need them to match calculations the Genesys Cloud calculation is available here:  average handle time (AHT)

It might be a good idea to ask this in the  Genesys Cloud Developer Community as well as someone may have developed a solution already.

Hopefully others in this community may be able to help as well.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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Any one know how to fix this below error 

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Madhusudan Tiwari
na
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Hi, this is normally a configuration issue like permissions or and error in the self-signed certificate. You should be able to see the error from the console logs. Most likely you are getting a 401 error. 

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Matthew Raleigh
Principal PS Consultant - Genesys Cloud
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Original Message:
Sent: 11-24-2025 13:49
From: Madhusudan Tiwari
Subject: Best Practice to Sync ACW/Presence Between Genesys Cloud CX and Salesforce SCV

Any one know how to fix this below error 

Error: Cannot communicate with Genesys Cloud CX Utility. Contact your Salesforce Administrator.

<gux-inline-alert accent="error" id="errorMessage" hydrated=""></gux-inline-alert>

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Madhusudan Tiwari
na
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Original Message:
Sent: 11/25/2025 8:41:00 AM
From: Matthew Raleigh
Subject: RE: Best Practice to Sync ACW/Presence Between Genesys Cloud CX and Salesforce SCV

Hi, this is normally a configuration issue like permissions or and error in the self-signed certificate. You should be able to see the error from the console logs. Most likely you are getting a 401 error. 

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Matthew Raleigh
Principal PS Consultant - Genesys Cloud
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