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  • 1.  Ending an Interaction When an Agent Changes Status

    Posted 12-30-2022 09:51
    No replies, thread closed.
    Is it possible to configure Genesys to automatically end an interaction when an agent changes their status?  We have agents going to break and have not clicked "done" first and it is adding to their ACW as the system still thinks they are in that status as well as in the break status.  Please advise if there is a way to avoid this as we have agents who are regularly forgetting to end their call first.
    #ArchitectureandDesign

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    Nick Kieffer
    Simmons Bank
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  • 2.  RE: Ending an Interaction When an Agent Changes Status

    Posted 01-03-2023 09:53
    No replies, thread closed.
    Nick, we have an active beta available that will automatically wrap-up interactions left in an ACW state when an agent transitions to 'offline' but I don't think that will help your scenario.  I would not want to implement an 'auto-end' solution when changing statuses as agents can do that while working on an interaction (to prep themselves to go on break or to lunch, etc. and NOT receive another interaction when they complete the one they are on.

    Have you considered using a 'timeboxed' ACW setting?  (Note, we are about to release support for timeboxed ACW on digital channels, not just voice, so if this has been a blocker, it won't be much longer!)

    Thanks,
    Chris

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    Chris Bohlin
    Product Manager - PureCloud
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  • 3.  RE: Ending an Interaction When an Agent Changes Status

    Posted 09-29-2023 13:05
    No replies, thread closed.

    Chris -

    How do we enable the "wrap-up interactions left in an ACW state when an agent transitions to 'offline'" feature?  The documentation doesn't seem clear on this.



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    Josh Steinkamp
    CHRISTIAN BROADCASTING NETWORK
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    Original Message


  • 4.  RE: Ending an Interaction When an Agent Changes Status

    Posted 02-12-2024 17:30
    No replies, thread closed.

    @Chris Bohlin  Would you mind posting what the status of this enhancement is, we would love to enable this ASAP but unable to find any information:  "we have an active beta available that will automatically wrap-up interactions left in an ACW state when an agent transitions to 'offline'"

    Thanks,



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    Marcus Hanna
    Conduit Health Partners
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    Original Message


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