Genesys Cloud - Main

Currently we have this turned off and an agent needs to manually end a Callback. We tested turning it on and nothing changed. However, the queue we tested in has a zero ACW timeout setting. My question=must the ACW Timeout have a value (1 second or more) for this feature to work?

The core issue is, with callbacks some agents end the call but not the callback resulting in interactions times of multiple hours.

#Telephony

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Mike Sullivan
Osaic
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That does not come into play until the agent disconnects the actual callback, not just the phone call.  The new Phase 1 of Agent First Callback will allow auto dial and auto disconnect of callback and then it will work with the ACW.  That comes out on 9/27 or so.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 09-08-2023 08:27
From: Mike Sullivan
Subject: Enforce Communication Level ACW>Quick Question

Currently we have this turned off and an agent needs to manually end a Callback. We tested turning it on and nothing changed. However, the queue we tested in has a zero ACW timeout setting. My question=must the ACW Timeout have a value (1 second or more) for this feature to work?

The core issue is, with callbacks some agents end the call but not the callback resulting in interactions times of multiple hours.

#Telephony

------------------------------
Mike Sullivan
Osaic
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