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  • 1.  End Interactions Automatically when Agents Logoff

    Posted 08-22-2024 11:34
    No replies, thread closed.

    We have enabled the End Interactions Automatically when Agents Logoff feature but it is still not closing interactions with the ININ-SYSTEM-LOGOUT. We have the ACW set to Mandatory, Discretionary. Are we missing another setting?


    #WFMConfiguration,BestPractices
    #Workforce Management

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    Becca Decker
    Athene
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  • 2.  RE: End Interactions Automatically when Agents Logoff

    Posted 08-26-2024 10:53
    No replies, thread closed.

    Hi Becca,

    I would also post this question to the Cloud Main Community to reach a wider audience it sits outside of WEM features.

    Thank you



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    Tracy
    Genesys
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  • 3.  RE: End Interactions Automatically when Agents Logoff

    Posted 08-26-2024 14:08
    No replies, thread closed.

    I was just reading this topic the other day.  Here is a note I noted:

    Note: If you choose Optional or Mandatory, Discretionary, the interaction closes only when the agents manually end the interaction after it moves to ACW. If an agent logs off or closes the browser without ending an interaction that is currently in ACW, the interaction does not wrap up. To force wrap up to such interactions, configure the End Interactions Automatically when Agents Logoff organization-level setting. The interactions close with a system wrap-up code, ININ-SYSTEM-LOGOUT. For more information, see Enable communication level after call work. 



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    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
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  • 4.  RE: End Interactions Automatically when Agents Logoff

    Posted 12-12-2025 09:32
    No replies, thread closed.

    Hello Gentlemen,

    I've got a similar issue related to email interactions. Sometimes agents logoff without ending email interactions so that they stay in the "interacting" status also for several days (imagine if it happens during a week end) causing "strange" numbers in statistics. My question is : is there any way to force these email interactions in other states (a sort of parking) or rerouted to another destination if the agent logoff without closing them ?

    Any idea is really appreciated !

    Thanks a lot 

    Riccardo



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    Riccardo Ghersi
    TechnicaI Director
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    Original Message


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