Genesys Cloud - Main

Is there a way to customize ACW by media type? I want agents to have ACW after phone calls but not email interactions.

#Routing(ACD/IVR)

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Noah Say
Workforce Analyst
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Hi Noah,

At this time you cant configure different ACWs per media type for the same queue, you would need to have separate queues for each media type to have granular control over the ACW seetings.

There is an idea: Ability to configure a different ACW for each media type on the ideas lab, that you could vote for and add your use case for consideration.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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