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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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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Original Message:
Sent: 12-30-2022 09:51
From: Nick Kieffer
Subject: Ending an Interaction When an Agent Changes Status

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
------------------------------

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.

------------------------------
Josh Steinkamp
CHRISTIAN BROADCASTING NETWORK
------------------------------

Original Message:
Sent: 01-03-2023 09:53
From: Chris Bohlin
Subject: Ending an Interaction When an Agent Changes Status

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

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 12-30-2022 09:51
From: Nick Kieffer
Subject: Ending an Interaction When an Agent Changes Status

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

------------------------------
Nick Kieffer
Simmons Bank
------------------------------

@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:
Sent: 09-29-2023 13:05
From: Josh Steinkamp
Subject: Ending an Interaction When an Agent Changes Status

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.

------------------------------
Josh Steinkamp
CHRISTIAN BROADCASTING NETWORK

Original Message:
Sent: 01-03-2023 09:53
From: Chris Bohlin
Subject: Ending an Interaction When an Agent Changes Status

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

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 12-30-2022 09:51
From: Nick Kieffer
Subject: Ending an Interaction When an Agent Changes Status

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

------------------------------
Nick Kieffer
Simmons Bank
------------------------------