Workforce Engagement Management

 View Only

Discussion Thread View

  • 1.  End Interactions Automatically when Agents Logoff

    Posted 08-22-2024 11:34

    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?


    #Configuration
    #WorkforceManagement

    ------------------------------
    Becca Decker
    Athene
    ------------------------------


  • 2.  RE: End Interactions Automatically when Agents Logoff

    GENESYS
    Posted 08-26-2024 10:53

    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



    ------------------------------
    Tracy
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: End Interactions Automatically when Agents Logoff

    Posted 08-26-2024 14:08

    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. 



    ------------------------------
    Vikki Papesh
    Sr. Genesys Cloud Developer II
    Tandem Diabetes Care, Inc.
    ------------------------------

    Original Message


Need Help finding something?

Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources